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Complaint Management and Customer Satisfaction

إدارة الشكاوى ورضاء العملاء

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0 of 19 lessons
  • Course Introduction5:05
  • Components of ISO 10002 Standard7:24
  • Importance of Complaint Management7:52
  • Scope and References4:55
  • Terminology and Definitions6:05
  • Principles and Guidelines5:32
  • Complaint Handling Framework – Organizational Context7:21
  • Complaint Handling Framework – Leadership and Commitment7:07
  • Complaint Handling Framework – Responsibilities and Authorities7:41
  • Planning, Design, and Development11:42
  • Complaint Processing10:29
  • Memory and Improvement13:25
  • Customer Complaint Analysis Tools (Part One)21:47
  • Customer Complaint Analysis Tools (Part Two)16:59
  • Case Studies (Part One)25:37
  • Case Studies (Part Two)8:58
  • Course Conclusion12:17
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