QualityBeginner

Customer Complaints Handling

Managing complaints effectively to improve customer satisfaction

Customer Complaints Handling

Course Overview

This course provides learners with the knowledge and skills required to manage customer complaints professionally and effectively. Learners will explore complaint handling processes, communication techniques, root cause analysis and service recovery strategies. The course helps organisations transform complaints into opportunities for improvement while maintaining customer trust and loyalty.

Learning Outcomes

  • Understand the value of effective complaint management
  • Apply professional complaint handling techniques
  • Conduct effective investigations into complaints
  • Identify root causes of recurring issues
  • Improve customer satisfaction outcomes
  • Support continual improvement initiatives
  • Reduce repeat complaints and service failures

Course Structure (3 topics, 9 lessons)

The Role of Effective Complaint Handling in Customer Satisfaction
ISO 9001:2015 and ISO 10002: Guidelines for Complaints Handling
The Impact of Poor Complaint Management on Business Reputation
135 minutes
9 lessons across 3 topics
2.5 CPD hours
Certificate valid 24 months
Customer-facing employees, managers, supervisors and quality professionals

Full library access during 14-day trial

Regulations Covered

ISO 9001:2015ISO 10002 Customer Satisfaction Guidelines

Industries

constructionhealthcaremanufacturing

Topics

Customer ComplaintsService RecoveryCustomer SatisfactionQuality Improvement

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