Complaint Handling & Service Recovery: Foundation Programme

Course Introduction

Delivered over five days, this foundation-level programme on Complaint Handling & Service Recovery combines concise technical input with hands-on application. It is built around customer accounts, pipelines and service teams, so examples, exercises and discussion stay relevant to participants' daily work.

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: No prior specialist knowledge is required.

Training Methodology

Sessions are paced for newcomers — plain-language explanations, worked examples and small-group practice — with time each day for questions. Case material and examples are drawn from customer accounts, pipelines and service teams.

Day-by-Day Programme (5 Days)

• Day 1
  Where Complaint Handling & Service Recovery fits

  How Complaint Handling & Service Recovery connects to wider operations in customer accounts, pipelines and service teams, plus the essential vocabulary.

• Day 2
  Working with the standards

  Interpreting and applying the codes and good-practice guidance that govern Complaint Handling & Service Recovery.

• Day 3
  Tools and techniques lab

  Guided practice with the tools, checklists and templates used for Complaint Handling & Service Recovery.

• Day 4
  Risk, compliance and case review

  Analysis of incidents and cases to see where Complaint Handling & Service Recovery succeeds or breaks down.

• Day 5
  Consolidate and plan

  Capstone discussion, action planning and a closing assessment.

Upcoming Sessions