In the rapidly expanding world of digital financial services, the client journey has become more convenient, but it has also created new challenges for trust and accountability. When a client faces an issue—be it a failed transaction, an incorrect fee, or a dispute with a loan officer—the lack of a clear, accessible, and efficient channel for complaint resolution can erode trust and lead to client attrition. Digital grievance redress mechanisms offer a vital solution, providing a modern and transparent system that allows clients to submit and track their complaints directly through a mobile app, web portal, or social media. This shift from manual to digital not only empowers clients with a voice but also provides microfinance institutions (MFIs) with invaluable data to improve their services and build a stronger, more client-centric organization.

This course is designed to equip microfinance professionals with the strategic knowledge and practical tools to design and implement a robust digital grievance redress system. You will learn how to leverage technology to streamline the complaint process, from automated ticket creation to real-time tracking and resolution. By mastering the principles of effective complaint management and integrating client feedback into your operations, you will be prepared to transform a complaint from a liability into an opportunity. This program will provide a roadmap for building a transparent, accountable, and resilient institution that stands by its clients in the digital age.

Duration: 5 days

Target Audience:

• Microfinance institution (MFI) managers and executives
• Customer service and relationship managers
• Professionals in charge of digital transformation
• Compliance and legal officers
• Social entrepreneurs and startup founders
• Financial inclusion and development practitioners
• IT and operations staff
• Regulatory and policy advisors
• Consultants in organizational change

Objectives:

• Master the core concepts of digital grievance redress.
• Understand the strategic business case for a digital system.
• Learn how to design a user-friendly and accessible complaint channel.
• Grasp the complexities of a complaint management software.
• Explore strategies for managing and resolving complaints efficiently.
• Understand the role of technology and automation in the process.
• Learn how to use complaint data for service improvement.
• Understand the importance of a transparent and accountable system.
• Analyze successful case studies from different regions.
• Develop a strategic roadmap for implementing a digital system.

Module 1: Foundations of Grievance Redress

• The importance of a complaint resolution mechanism
• The difference between a complaint and a query
• The principles of effective grievance redress
• The benefits of a digital system for clients and institutions
• The role of grievance redress in a client-centric culture

Module 2: The Digital Complaint Channel

• The various digital channels for complaint submission (e.g., app, web, social media)
• The importance of a multi-channel approach
• The role of a chatbot or an automated system
• The importance of a clear and simple interface
• The link between a digital channel and client adoption

Module 3: Complaint Management System

• The key features of a complaint management software
• The process of a ticket creation and tracking
• The role of a dashboard for real-time monitoring
• The importance of a well-defined escalation protocol
• The link between the system and the overall operations

Module 4: Resolution and Communication

• The importance of a clear and timely response
• The role of a dedicated resolution team
• The importance of a well-defined communication plan
• Strategies for managing a difficult or a sensitive complaint
• The role of a communication protocol

Module 5: Data and Analytics

• The types of data collected from a complaint
• The importance of using data for root cause analysis
• The role of analytics in identifying trends and patterns
• Using complaint data to improve products and services
• The importance of a well-defined reporting system

Module 6: Risk Management and Compliance

• The main risks of a poor grievance redress system
• The importance of a well-defined policy and procedure
• The role of a dedicated compliance officer
• The legal and regulatory frameworks for complaint resolution
• The link between grievance redress and a stronger reputation

Module 7: The Role of Technology

• The importance of technology in streamlining the process
• The role of a cloud-based system
• The use of automation for ticket creation and routing
• The importance of a secure and reliable platform
• The potential of AI for a smart complaint system

Module 8: The Client Perspective

• Understanding the client's perception and trust in a digital system
• Strategies for building trust and adoption
• The importance of a transparent and fair process
• The role of a client education program
• The importance of a well-defined feedback loop

Module 9: The Partnership Ecosystem

• The importance of partnerships with fintech and regtech companies
• The role of a well-defined business development team
• The importance of a network of trust and collaboration
• The role of a pilot program
• The importance of a regular review process

Module 10: Scaling and Sustainability

• The challenges and opportunities of scaling a digital system
• Measuring the return on investment (ROI)
• The long-term financial sustainability of the approach
• The future of financial inclusion with a robust system
• New trends and innovations in the sector

Training Approach

This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.

Tailor-Made Course

This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Training Venue

The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.

Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant

Certification

Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.

Airport Pickup and Accommodation

Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449

Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 7 working days before commencement of the training.