Complainer Trainer

1. Select the correct option
What is the definition of Complaint Management? Being open to customer criticism. The handling of customer complaints within a company. Managing a complaining customer. The handling of complaints from within a company.

2. The objectives of complaint management are:

3. Classify the following into their complaint management category.
Set up of action timeframe Categorization of complaints Identification of a complaint owner Definition of actions to be taken Verification of previous occurrences. Categorization of complaints Identification of a complaint owner Definition of actions to be taken Investigation of complaint. Categorization of complaints Identification of a complaint owner Definition of actions to be taken

4. Place the following steps of indirect complaint managent in order.
Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities Evaluate the need for action to eliminate the cause. Review of effectiveness of any corrective action taken React to the nonconformity Implement any action needed Make changes to the management system Update risks and opportunities