Marketing & Communication

Customer Complaints and Service Recovery

A well-handled complaint can turn an unhappy customer into a loyal one. This course covers complaint management and service recovery: complaint handling skills, empathy and de-escalation, resolution options, complaint processes and systems, root cause analysis and using complaints to improve services.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

Complaints are free consulting from customers. You will learn to resolve them well and prevent them from recurring.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Role plays with difficult customers, process design workshops, root cause exercises and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Handle complaints calmly and professionally
Use empathy and de-escalation techniques
Choose fair resolution and recovery options
Design complaint management processes
Analyse complaint data for root causes
Use complaints to drive improvement

Target audience

Who should attend.

This course is suitable for:

Customer service staff and supervisors
Complaint handlers
Contact centre teams
Service managers
Quality managers

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Complaint handling
De-escalation
Resolution
Process design
Root cause analysis

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Complaints Matter

09:00–10:08Value of complaints
10:08–11:00Customer expectations
11:00–11:30Coffee break
11:30–11:45Customer expectations (continued)
11:45–12:53Recovery paradox
12:53–14:00Exercise

Day 2Handling Skills

09:00–10:08Listening and empathy
10:08–11:00De-escalation
11:00–11:30Coffee break
11:30–11:45De-escalation (continued)
11:45–12:53Difficult customers
12:53–14:00Role plays

Day 3Resolution

09:00–10:08Recovery options
10:08–11:00Fairness
11:00–11:30Coffee break
11:30–11:45Fairness (continued)
11:45–12:53Follow-up
12:53–14:00Exercise

Day 4Processes

09:00–10:08Complaint process design
10:08–11:00Systems
11:00–11:30Coffee break
11:30–11:45Systems (continued)
11:45–12:53Response times
12:53–14:00Workshop

Day 5Improvement

09:00–10:08Complaint data analysis
10:08–11:00Root causes
11:00–11:30Coffee break
11:30–11:45Root causes (continued)
11:45–12:53Reporting
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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