LAPT
London Academy of Professional Training
Master Certificate
Level 6-7
Leadership
ISO Management & Services
ISO 10002CSRM — Customer Satisfaction and Complaints Handling in Care
REF: MGT-CSRM-10002CSRM
Who Is It For
This certification is aimed at senior management and leaders in care services who have substantial experience in the industry and are looking to enhance customer satisfaction frameworks within their organisations. It is essential for those seeking to elevate their skills in governance and strategic complaint resolution.
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Continuous Improvement in Care Services
Understanding Customer Expectations in Care Services
6 classes
1.1 Define Customer Expectations in Care Services
1.2 Identify Key Factors Influencing Customer Expectations
1.3 Analyze the Impact of Cultural Differences on Expectations
1.4 Assess Current Client Satisfaction Levels in Care Services
1.5 Develop Strategies to Meet and Exceed Customer Expectations
1.6 Implement Feedback Mechanisms for Continuous Improvement
Implementing Effective Feedback Mechanisms
6 classes
2.1 Identify Key Feedback Channels in Care Services
2.2 Develop Effective Surveys for Patient Feedback
2.3 Enhance Communication Skills for Gathering Feedback
2.4 Analyze Feedback Data to Identify Improvement Areas
2.5 Implement Action Plans Based on Feedback Outcomes
2.6 Evaluate the Impact of Feedback Mechanisms on Care Quality
Analyzing Complaints to Drive Improvement
6 classes
3.1 Identify Key Components of Customer Complaints
3.2 Utilize Data Analysis Techniques to Assess Complaints
3.3 Categorize Complaints for Improved Understanding
3.4 Investigate Root Causes of Common Complaints
3.5 Develop Action Plans Based on Complaint Analysis
3.6 Measure the Impact of Changes on Customer Satisfaction
Developing a Continuous Improvement Framework
6 classes
4.1 Assess Current Practices in Care Services
4.2 Identify Key Areas for Improvement
4.3 Develop Strategies for Enhancing Customer Satisfaction
4.4 Implement a Feedback Collection System
4.5 Analyze Feedback and Measure Impact
4.6 Foster a Culture of Continuous Improvement in the Team
Leadership Strategies for Sustaining Quality Improvement
6 classes
5.1 Analyze Current Leadership Practices in Care Services
5.2 Identify Key Attributes of Effective Leadership for Quality Improvement
5.3 Develop Strategies for Fostering a Culture of Continuous Improvement
5.4 Implement Feedback Mechanisms for Leadership Effectiveness
5.5 Create Action Plans for Addressing Team Challenges in Care Services
5.6 Evaluate Outcomes of Leadership Strategies on Service Quality
2
Staff Training and Development
Understanding Customer Satisfaction in Care Services
6 classes
1.1 Define Customer Satisfaction in Care Services
1.2 Identify Key Factors Influencing Customer Satisfaction
1.3 Analyze Customer Feedback Mechanisms in Care Settings
1.4 Explore Best Practices for Enhancing Customer Satisfaction
1.5 Develop Effective Strategies for Handling Complaints
1.6 Implement Continuous Improvement Plans for Customer Satisfaction
Identifying and Analyzing Customer Complaints
6 classes
2.1 Define Customer Complaints in Care Settings
2.2 Explore Common Causes of Customer Complaints
2.3 Identify Key Stakeholders Involved in Complaints
2.4 Develop Skills for Active Listening in Complaints Handling
2.5 Analyze Real-Life Case Studies of Customer Complaints
2.6 Create a Structured Approach to Addressing Complaints
Developing Effective Complaint Handling Procedures
6 classes
3.1 Identify Key Principles of Effective Complaint Handling
3.2 Analyze Common Types of Complaints in Care Settings
3.3 Develop Clear Procedures for Receiving Complaints
3.4 Implement Strategies for Effective Complaint Resolution
3.5 Train Staff on Active Listening and Empathy Skills
3.6 Evaluate and Improve Complaint Handling Processes
Training Staff in Customer Satisfaction Best Practices
6 classes
4.1 Understand the Principles of Customer Satisfaction in Care
4.2 Identify Common Complaints and Their Impact on Clients
4.3 Develop Effective Communication Skills for Handling Complaints
4.4 Implement Best Practices for Providing Excellent Customer Service
4.5 Role-Play Scenarios for Real-World Application of Customer Handling
4.6 Evaluate Feedback Mechanisms to Enhance Customer Satisfaction
Measuring and Improving Customer Satisfaction Outcomes
6 classes
5.1 Identify Key Metrics for Customer Satisfaction Measurement
5.2 Analyze Customer Feedback to Assess Satisfaction Levels
5.3 Implement Strategies for Enhancing Customer Experience
5.4 Design Effective Surveys for Collecting Satisfaction Data
5.5 Evaluate Data to Identify Areas for Improvement
5.6 Develop an Action Plan for Sustaining Customer Satisfaction
3
Effective Communication Strategies
Understanding the Importance of Communication in Care Services
6 classes
1.1 Identify Key Communication Barriers in Care Services
1.2 Explore the Role of Active Listening in Patient Interactions
1.3 Analyze Non-Verbal Communication Cues in Care Settings
1.4 Develop Empathy Through Effective Communication Techniques
1.5 Implement Feedback Mechanisms for Improved Care Communication
1.6 Create a Comprehensive Communication Plan for Care Teams
The Fundamentals of Active Listening Techniques
6 classes
2.1 Explore the Definition and Importance of Active Listening in Care
2.2 Identify Key Components of Active Listening Techniques
2.3 Demonstrate Paraphrasing and Summarizing for Clarity
2.4 Practice Non-Verbal Communication Skills for Enhanced Listening
2.5 Analyze Real-Life Scenarios to Apply Active Listening Techniques
2.6 Develop Personal Action Plans to Improve Active Listening in Practice
Verbal and Non-Verbal Communication Skills
6 classes
3.1 Explore the Fundamentals of Verbal Communication in Care Settings
3.2 Analyze the Impact of Tone and Volume on Patient Perception
3.3 Identify Key Non-Verbal Cues and Their Meanings
3.4 Practice Active Listening Techniques to Enhance Engagement
3.5 Demonstrate Effective Body Language for Positive Interactions
3.6 Apply Verbal and Non-Verbal Skills in Real-life Complaint Scenarios
Tailoring Communication Strategies for Diverse Needs
6 classes
4.1 Assess Individual Communication Needs in Care Settings
4.2 Explore Cultural Sensitivity in Customer Interactions
4.3 Implement Active Listening Techniques for Effective Engagement
4.4 Utilize Visual Aids to Enhance Understanding in Diverse Populations
4.5 Develop Tailored Communication Plans for Specific Client Groups
4.6 Evaluate the Effectiveness of Communication Strategies in Practice
Handling Complaints Effectively through Communication
6 classes
5.1 Identify Key Components of Effective Complaint Communication
5.2 Analyze Common Customer Complaints in Care Settings
5.3 Develop Active Listening Skills for Handling Complaints
5.4 Practise Empathy in Responding to Customer Concerns
5.5 Implement Structured Response Techniques for Complaints
5.6 Evaluate and Reflect on Communication Strategies with Real Case Scenarios
4
Complaints Handling Techniques
Understanding Complaints in Care Services
6 classes
1.1 Define Complaints within Care Services
1.2 Identify Common Sources of Complaints in Care
1.3 Analyze the Impact of Complaints on Care Quality
1.4 Recognize the Psychological Aspects of Complaints
1.5 Explore Effective Communication Strategies for Complaints Handling
1.6 Implement a Complaints Response Framework in Care Settings
Frameworks and Standards for Complaints Handling
6 classes
2.1 Identify Key Frameworks for Effective Complaints Handling
2.2 Analyze the ISO 10002CSRM Standards for Customer Satisfaction
2.3 Evaluate Legal and Ethical Considerations in Complaints Management
2.4 Implement Best Practices in Complaints Handling
2.5 Develop a Complaints Handling Policy Aligned with Standards
2.6 Create Action Plans for Continuous Improvement in Customer Feedback
Communication Techniques for Effective Complaint Resolution
6 classes
3.1 Understand the Importance of Active Listening in Complaints Handling
3.2 Practice Empathy to Build Rapport with Complainants
3.3 Utilize Open-Ended Questions to Gather Detailed Information
3.4 Apply Non-Verbal Communication Techniques for Effective Engagement
3.5 Develop Clarification Skills to Ensure Accurate Understanding
3.6 Implement Strategies for Delivering Constructive Feedback to Complainants
Investigating and Analyzing Complaints
6 classes
4.1 Identify the Key Components of a Complaint
4.2 Apply Effective Listening Techniques in Complaints Investigation
4.3 Utilize a Framework for Analyzing Complaints
4.4 Distinguish Between Different Types of Complaints
4.5 Develop a Plan for Gathering Evidence in Complaints
4.6 Evaluate Findings to Improve Customer Satisfaction
Creating a Culture of Continuous Improvement
6 classes
5.1 Assessing Current Complaints Handling Practices
5.2 Identifying Barriers to Continuous Improvement
5.3 Implementing Feedback Mechanisms for Staff and Customers
5.4 Developing Training Strategies for Effective Complaints Resolution
5.5 Establishing Key Performance Indicators for Improvement
5.6 Creating an Action Plan for Sustained Cultural Change
5
Customer Satisfaction Metrics
Understanding Customer Satisfaction in Care Services
6 classes
1.1 Define Customer Satisfaction in Care Services
1.2 Explore Key Metrics for Measuring Satisfaction
1.3 Analyze Customer Feedback and Complaints
1.4 Identify Factors Influencing Satisfaction in Care
1.5 Discuss Best Practices for Complaints Handling
1.6 Develop an Action Plan to Enhance Customer Satisfaction
Key Metrics for Measuring Customer Satisfaction
6 classes
2.1 Identify Key Customer Satisfaction Metrics
2.2 Analyze Customer Feedback Trends
2.3 Measure Net Promoter Score (NPS) Effectively
2.4 Evaluate Customer Effort Score (CES) Importance
2.5 Implement Customer Satisfaction Surveys
2.6 Utilize Data to Enhance Customer Experience
Collecting and Analyzing Customer Feedback
6 classes
3.1 Identify Key Customer Feedback Channels
3.2 Design Effective Customer Feedback Surveys
3.3 Implement Feedback Collection Technologies
3.4 Analyze Customer Feedback for Insights
3.5 Evaluate the Impact of Customer Complaints
3.6 Develop an Action Plan Based on Feedback Analysis
Implementing Improvement Strategies Based on Feedback
6 classes
4.1 Analyze Customer Feedback for Key Insights
4.2 Identify Trends in Customer Satisfaction Metrics
4.3 Develop Improvement Strategies Based on Feedback
4.4 Establish Goals for Enhancing Customer Experience
4.5 Implement Action Plans for Improvement Strategies
4.6 Evaluate the Effectiveness of Improvement Initiatives
Evaluating Customer Satisfaction Improvement Efforts
6 classes
5.1 Analyze Current Customer Satisfaction Metrics
5.2 Identify Key Factors Influencing Customer Satisfaction
5.3 Develop Improvement Strategies Based on Data Analysis
5.4 Implement Customer Feedback Mechanisms
5.5 Evaluate the Effectiveness of Satisfaction Improvement Efforts
5.6 Communicate Findings and Adjust Strategies for Continuous Improvement
6
Introduction to ISO Standards
Understanding ISO Standards in Care Services
6 classes
1.1 Define ISO Standards and Their Importance in Care Services
1.2 Explore the Core Principles of Customer Satisfaction in Care
1.3 Identify Key Components of ISO 10002CSRM for Complaints Handling
1.4 Analyze Case Studies of ISO Standards Implementation in Care
1.5 Assess the Benefits of ISO Certification for Care Providers
1.6 Develop an Action Plan for Integrating ISO Standards in Your Practice
ISO 10002: The Framework for Customer Satisfaction
6 classes
2.1 Understand the Importance of Customer Satisfaction in Care
2.2 Explore the Key Principles of ISO 10002 Framework
2.3 Identify Stakeholders and Their Roles in Customer Complaints
2.4 Analyze the Process for Handling Customer Complaints
2.5 Implement Best Practices for Effective Communication
2.6 Evaluate the Impact of Complaints Handling on Service Improvement
Complaints Handling as a Key Component of Quality Management
6 classes
3.1 Understand the Role of Complaints in Quality Management
3.2 Identify Common Types of Customer Complaints in Care
3.3 Explore ISO 10002 Standards for Effective Complaints Handling
3.4 Develop Skills for Active Listening in Complaint Resolution
3.5 Implement Effective Feedback Mechanisms for Ongoing Improvement
3.6 Create an Action Plan for Integrating Complaints Handling into Quality Practices
Integrating Customer Feedback into Service Improvement
6 classes
4.1 Understand the Role of Customer Feedback in Service Enhancement
4.2 Identify Different Types of Customer Feedback and Their Importance
4.3 Explore Methods for Collecting Customer Feedback Effectively
4.4 Analyze Customer Feedback to Identify Trends and Patterns
4.5 Develop Action Plans Based on Customer Feedback Insights
4.6 Evaluate the Impact of Service Improvements on Customer Satisfaction
Leadership Roles in Implementing ISO 10002
6 classes
5.1 Understand the Importance of Leadership in ISO 10002 Implementation
5.2 Identify Key Leadership Roles for Effective Customer Satisfaction Management
5.3 Analyze the Impact of Leadership Decisions on Complaint Handling Processes
5.4 Develop Leadership Skills to Foster a Customer-Centric Culture
5.5 Create Action Plans for Leaders to Enhance ISO 10002 Compliance
5.6 Evaluate Leadership Strategies for Ongoing Improvement in Customer Satisfaction
Assessment Breakdown
50%
Theory
35%
Practical
15%
Project
Passing Mark: 325 / 500 (65%)
Methods: Written Examination, Practical Assignment, Portfolio Assessment
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM