Complaint Management: Best Practices to Assure Customer Retention

Duration: 60 Minutes
In this webinar expert speaker, Jeff Kasoff will review the requirements for all the responsibilities related to complaint management, such as defining, documenting, and implementing a complaint-handling system. This webinar will also cover the requirements for all of the above responsibilities. Also included will be a focus on which of these processes impact the customer, and recommended practices to leverage our existing QMS to assure customer retention.
Complaint Management
Instructor: Jeff Kasoff
Product ID: 504935
Objectives of the Presentation
  • FDA and ISO requirements for complaint handling
  • Establishment of complaint handling program
  • What constitutes a complaint
  • Benefits/Detriments of a Reply to the Customer
  • How to Handle "non-complaints"
  • Application of risk management to complaint handling program
  • The roles of investigation and corrective action in complaint handling
  • Complaint trending and reporting
Why Should you Attend
As we all know, a complaint handling system must incorporate many regulatory requirements. However, such compliance in no way assures a customer-friendly experience! Your customers have their own set of requirements that many compliant complaint handling systems do not include.

Complaint handling is likely one of the more cross-functional parts of your quality system: Customer Service may receive your customer complaints, Sales and Marketing may need to reach out to the customer for additional information, Regulatory Affairs may determine whether the complaint is reportable, QA may perform the root cause investigation, R&D or Manufacturing Engineering may need to be involved in the corrective action, and Quality Engineering may need to trend the complaints.

Who will Benefit
  • Customer Service (your "complaint taker")
  • Regulatory personnel
  • Quality Engineering personnel
  • Sales and Marketing personnel
  • Manufacturing Engineering
  • Executive Management
  • Quality system auditors
$200
Recorded Session for one participant
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How it works
Live Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • The webinar joining link, username and password for joining the webinar will be updated on your OCP Account 24 hours prior to the webinar
  • Presentation handouts in Downloadable PDF format will be updated on your OCP Account 24 hours prior to the live session
  • Login to the audio conference on the scheduled date and time
  • Get answers to your queries through interactive Q&A sessions via chat at the end of the session
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account 24 hours after the completion of the session
  • Please let us know your thoughts and views at the end of the webinar, your valuable feedback will help us improve
Recorded Session - How it works
  • Login to onlinecompliancepanel with your registered username and password https://www.onlinecompliancepanel.com/login
  • Upon purchase of the recorded session a link will be updated on your OCP Account within 24 hours
  • Please click on the link to access the Recorded Session
  • Presentation handouts in downloadable PDF format will be updated on your OCP Account within 24 hours of the purchase of the product
  • Download the Certificate of Attendance and Purchase Invoice from your OCP Account after 48 hours of the product Purchase
  • Please share your valuable Feedback at the end of the session
Instructor Profile:
Jeff Kasoff, RAC, CMQ/OE, LBB, is the Principal at Lean to Quality, LLC. He has more than 30 years in Quality and Regulatory management. Over that time, Jeff has implemented and overseen quality system operations and assured compliance, at all sizes of company, from startup to more than $100 million in revenue. This multi-faceted experience makes Jeff uniquely qualified to address compliance issues across the entire range of company sizes. Jeff has also been primary liaison with FDA inspectors and notified body auditors, giving him first-hand experience with the most common issues surfaced by regulatory agencies. Jeff has the following certifications: Manager of Quality and Organizational Excellence certification from ASQ, Regulatory Affairs Certification from RAPS, and Lean Black Belt from IIE.
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