Advanced Strategies for Complaint Handling & Service Recovery

Course Introduction

Complaint Handling & Service Recovery sits at the heart of customer accounts, pipelines and service teams, yet it is rarely taught in a way that translates straight into daily practice. This advanced-level programme closes that gap with practitioner-led sessions, realistic scenarios and take-home tools.

Training Objectives

• 01Build a shared vocabulary and framework for Complaint Handling & Service Recovery that your whole team can use
• 02Apply proven methods for Complaint Handling & Service Recovery to realistic scenarios drawn from customer accounts, pipelines and service teams
• 03Anticipate the failure points and compliance issues that most often affect Complaint Handling & Service Recovery
• 04Communicate Complaint Handling & Service Recovery decisions clearly to colleagues, clients and management
• 05Prepare a personal action plan to apply Complaint Handling & Service Recovery in your own organisation

What You Will Take Away

• A ready-to-use template pack for daily work
• A checklist of common pitfalls and how to avoid them
• Benchmarks and KPIs to track your own results

Who Should Attend

• Sales Managers & Executives
• Account Managers
• Customer Service Teams
• Business Development Officers

Prerequisites: Recommended: at least two years of relevant work experience.

Training Methodology

Building on participants' existing experience, the programme relies on case analysis, comparison of approaches and structured problem-solving rather than lecture. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Complaint Handling & Service Recovery

  Scope, terminology and the standards and regulations that shape Complaint Handling & Service Recovery in customer accounts, pipelines and service teams.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Complaint Handling & Service Recovery.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Complaint Handling & Service Recovery, built around realistic situations in customer accounts, pipelines and service teams.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Complaint Handling & Service Recovery.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Complaint Handling & Service Recovery.

Upcoming Sessions