Practical Workshop for Complaint Handling & Service Recovery

Course Introduction

Delivered over five days, this workshop-based 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

• 01Explain the core principles, terminology and standards behind Complaint Handling & Service Recovery in clear, practical language
• 02Select and adapt suitable approaches to Complaint Handling & Service Recovery for the constraints of customer accounts, pipelines and service teams
• 03Diagnose weak spots in current practice and prioritise corrective action
• 04Use practical tools, checklists and templates that support day-to-day Complaint Handling & Service Recovery
• 05Leave with a prioritised list of improvements you can start within 30 days

What You Will Take Away

• Benchmarks and KPIs to track your own results
• A negotiation and communication cheat-sheet
• Worked examples using realistic regional scenarios

Who Should Attend

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

Prerequisites: Open to all levels; participants are encouraged to bring a real work challenge.

Training Methodology

Learning happens by doing — teams work through practical tasks, present their results and receive immediate feedback. 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