Complaint Management – Webinar


The complaint management includes planning, implementation and monitoring of all measures that take customer complaints regarding a company in respect of goods deliveries and other services. Complaints only refer to defective goods, services or processes. The aim is to restore customer satisfaction and to minimize the negative effects of dissatisfaction, e.g. customer churn, damage to image, etc. A customer complaint can also be used as a starting point for improvement measures within the company (see Continuous Improvement Process).

Complaint management webinar

Objective of the “Complaint Management” webinar

The primary goal of complaint management is to achieve the highest possible customer satisfaction and thus a high recommendation rate. The competitive advantages resulting from complaint management strengthen the market position and bind customers to the company in the long term through better cooperation. In our seminar you will learn how you can use complaint management to improve internal processes, reduce quality costs and at the same time increase customer satisfaction!

Webinar content

  • Introduction to the subject
  • Basics and terms
    • Risk Management (FMEA, Ishikawa)
    • Complaint management (problem solving, 8D)
  • Objectives of the complaint management
  • Requirements and definitions from regulations (ISO 9001: 2015, IATF 16949: 2015)
  • The different types of complaints
  • Behavior on receipt of a customer complaint / feedback to the customer
  • Gain information
    • Type of error
    • Error location
    • Cause of failure
    • cause
  • Definition of measures
    • Immediate action
    • Corrective action
    • Preventive measure
    • Comparison and handling of types of measures of the FMEA
  • Troubleshooting
  • Tools / methods / resources
    • Ishikawa (cause and effect diagram)
    • 5x Why (5 Why)
    • 6 W method
    • IS / IS-not
    • Data collection / error collection card
    • Pareto analysis
    • Creativity techniques
    • Questioning techniques for problem solving
    • Quality circle
    • Methods for quality improvement
  • Communication (internal / external)
  • Evaluate and analyze complaints
  • Continuous reduction of complaints
  • Efficient involvement of all necessary employees in the complaint process
  • Practical case studies based on real complaints
  • Simulation based on a step by step processing of complaints
  • Requirements according to VDA

target group

Employees and executives from all areas of the company, in particular complaint management and customer service, students and interested people. For this online seminar, QM basics are advantageous, but not mandatory. Before the online seminar, there is the possibility to request free information material from us in order to receive a short overview of the methods in self-study. Alternatively, this online seminar can also be booked as an 8D webinar .

Duration

8 hours from 8:00 a.m. to 4:00 p.m.

requirements

  • Access to internet-enabled PC with microphone and loudspeaker
  • Connection of the computers via Teamviewer / Skype or alternative remote software or webinar software

graduation

Certificate of attendance after the webinar

costs

€ 495 per participant plus VAT VAT

Request, booking