Course Overview

Course Outline 

Module 1: Foundations of Complaint Handling

• The importance of complaint management in customer experience
• Types and sources of complaints (service, product, process)
• Psychology of customers during complaints
• Case Study: Turning a negative service interaction into loyalty

Module 2: Communication & Empathy in Complaint Resolution

• Active listening and questioning techniques
• Empathy vs sympathy in handling complaints
• De-escalation and calming techniques for angry customers
• Digital etiquette (phone, email, social media complaints)
• Practical Exercise: Role-play complaint scenarios

Module 3: Complaint Management Tools & Systems

• Using CRM systems (Salesforce, HubSpot, Zoho) for complaint tracking
• Complaint dashboards in Excel & Power BI
• Leveraging AI chatbots and automated workflows
• Exercise: Build a simple complaint tracking template in Excel

Module 4: Problem-Solving & Root Cause Analysis

• Identifying underlying causes of complaints
• Applying the 5 Whys and Fishbone Diagram in service issues
• Process redesign for complaint reduction
• Case Study: Root cause analysis in a financial service institution

Module 5: Service Recovery & Continuous Improvement

• Effective strategies for turning complaints into loyalty
• Compensation, apology, and goodwill gestures
• Using complaint data for service improvement and policy change
• Measuring success with KPIs (First Contact Resolution, Complaint TAT, Customer Satisfaction Score)
• Capstone Project: Develop a complaint handling workflow for your organization