Complaints Management Workshop

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Complaints Management Workshop

Learn strategies to turn the potential negatives of a customer complaint into positive outcomes for your customer and your organization.

Does your organization encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is ‘no’ then you may be missing a significant opportunity to improve your business.

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  • View Schedule
  • COURSE TYPE Practitioner
  • DURATION 3 days


Evidence suggests that most complaining customer who has their complaint resolved to their satisfaction are likely to do business with you again! This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. To do so, you need to create the right culture, develop a sufficient complaints handling process and become a learning

In order to do so, you need to create the right culture, develop an effective complaints handling process and become a learning organization, accepting that a complaint is a gift of feedback on your performance. This short, practical course, will help you to develop an organizational competency to manage complaints successfully.


Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.



Module 1: Introduction to complaints management

‘Customer complaint’ definition

The importance of complaints

Customer satisfaction and customer loyalty

The ‘Kano’ model

The danger of ignoring complaints

Levels of complaints

Complaints handling: process and behavior

Sources of customer complaints

Dealing with customer complaints

Module 2: Complaints management standards and Complaints Handling Process

Complaints management standards – background

Essential elements of a complaints management system

Scope and guiding principles

The complaints handling policy

Responsibility and authority

Top management

Management representative

Other managers

All personnel in contact with customers

All other personnel

Planning and design


Customer satisfaction, linkages, and alignment

Resource requirements

Competency requirements

Operation and communication

Essential elements

Receiving, recording, and tracking

Assessing, investigating and closing

Module 3: Assessing and monitoring a complaints management system

Quotes on measures

Organizational Key Result Areas (KRAs)

Analysis of complaints: root cause analysis

Prioritizing problems

Finding effective and efficient solutions

Opportunities For Improvement

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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