In today's competitive and customer-driven market environment, how an organization handles complaints can significantly influence its reputation, customer loyalty, and overall success. Complaint handling is no longer a reactive support function—it is a proactive strategy that reflects an organization's commitment to service excellence, continuous improvement, and customer satisfaction.
The "Complaint Handling Management" training program, designed and delivered by Global Horizon Training Center, provides participants with the tools, techniques, and mindset required to effectively manage customer complaints across various channels and touchpoints. This program focuses on turning dissatisfaction into loyalty by equipping professionals with world-class customer service strategies, emotional intelligence techniques, and systematic problem-solving methods.
By the end of this program, participants will be able to:
Understand the importance of complaint handling as a strategic business function.
Identify the root causes of complaints and implement corrective and preventive actions.
Apply communication and behavioral techniques to manage customer emotions and expectations.
Design and implement an effective and customer-friendly complaint handling process.
Use complaint data for service improvement and innovation.
Increase customer retention and trust through professional response strategies.
Foster a culture of ownership, empathy, and continuous service improvement.
The course uses a combination of interactive methods, including:
Case studies and real-world scenarios
Role-playing and simulation exercises
Group discussions and breakout activities
Instructor-led presentations with visual aids
Templates, toolkits, and complaint forms
Self-assessments and reflection exercises
Feedback sessions and improvement planning
Upon successful completion of this program, organizations will benefit from:
A professional and consistent approach to handling complaints across departments.
Enhanced brand reputation and customer trust.
Reduced recurrence of complaints through root cause analysis.
Higher customer retention and reduced churn.
Improved employee confidence and morale in dealing with customer issues.
Data-driven improvements in services, products, and internal processes.
This program is ideal for:
Customer service and support professionals
Frontline employees and call center agents
Quality assurance and complaint management officers
Service delivery and operations managers
Public relations and communications staff
Any professional involved in customer interaction, retention, or after-sales support
Day 1: Foundations of Complaint Handling
Introduction to Complaint Management and Customer Experience
Types and sources of customer complaints
The psychology of complaining: customer expectations and emotions
The role of empathy and active listening
Standards, regulations, and best practices in complaint handling (ISO 10002)
Day 2: Building a Complaint Handling Framework
Designing a complaint management process and workflow
Setting service level agreements (SLAs) and response time standards
Categorization and prioritization of complaints
Tools and systems for recording, tracking, and reporting
Complaint handling policy and communication channels (in-person, phone, email, online)
Day 3: Communication and Emotional Intelligence
Handling difficult customers with professionalism
De-escalation techniques and managing aggressive behavior
Non-verbal communication and tone management
Emotional intelligence for complaint resolution
Case study roleplays: practice difficult conversations
Day 4: Root Cause Analysis and Corrective Action
Identifying systemic issues behind complaints
Using tools like 5 Whys, Fishbone Diagram, and Pareto Analysis
Developing effective corrective and preventive actions (CAPA)
Cross-department collaboration and escalation procedures
Documenting and reporting outcomes
Day 5: Turning Complaints into Opportunities
Using complaint data for continuous improvement
Learning from feedback: metrics, KPIs, and dashboards
Building a customer-focused culture across teams
Post-complaint follow-up and customer recovery strategies
Final workshop: Designing your organization’s complaint handling improvement plan