Course Outline

Module 1: Understanding Complex Complaints

• Identifying what makes a complaint complex

• Categories: regulatory, systemic, multi-stakeholder, and reputational complaints

• Tools for structured complaint analysis

• Case Study: Regulatory-related complaint handling

Module 2: Root Cause Analysis in Complex Scenarios

• Frameworks for root cause analysis (5 Whys, Fishbone diagrams)

• Identifying systemic vs. isolated issues

• Linking complaints to organizational processes

• Case Study: Handling complaints arising from systemic service failures

Module 3: Communication and Negotiation in Sensitive Complaints

• Active listening and empathy in high-stakes situations

• Negotiation strategies with difficult or emotional customers

• Managing expectations while maintaining professionalism

• Case Study: Negotiating complaint resolution in high-value customer cases

Module 4: Regulatory and Compliance Considerations

• Understanding regulatory frameworks for complaint handling

• Balancing compliance with customer satisfaction

• Escalation processes and documentation standards

• Case Study: Managing a complaint with regulatory oversight

Module 5: Designing Solutions and Preventive Strategies

• Developing action plans for complaint resolution

• Implementing systemic improvements

• Creating feedback loops to prevent recurrence

• Case Study/Project: Developing a resolution and prevention plan for a complex, multi-stakeholder complaint scenar