Complaints Management and Customer Retention
Corporate Training Courses Company

Complaints Management and Customer Retention

Course schedule

Classroom Training:
DateVenueDurationPrice
11 - 15 May 2026London5 days£4,495
20 - 24 Jul 2026London5 days£4,495
5 - 9 Oct 2026London5 days£4,495
18 - 22 May 2026Riyadh5 days£4,495
15 - 19 Jun 2026Dubai5 days£4,495
13 - 17 Jul 2026Cape Town5 days£4,495
10 - 14 Aug 2026Istanbul5 days£4,495
14 - 18 Sep 2026Riyadh5 days£4,495
12 - 16 Oct 2026Dubai5 days£4,495

Please note: prices shown above are exclusive of VAT (20%).

If you don’t see your preferred course date, please contact us.
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Course Overview

This course provides practical tools for managing customer complaints effectively to strengthen loyalty and reputation. Delegates learn to analyse root causes, communicate empathetically, and resolve conflicts. Participants design feedback systems that convert negative experiences into service improvements. The programme equips professionals to maintain customer trust and long-term relationships.

Who Should Attend

Leaders redesigning service delivery processes to enhance customer satisfaction and loyalty. Past delegates have included:

  • Customer Experience Managers
  • Service Designers
  • Operations Managers
  • Quality Coordinators
  • Client Relations Officers

 

Course Outcomes

  • Develop policies and systems for effective complaint resolution.
  • Analyse root causes of complaints to drive service quality improvement.
  • Train teams in empathetic communication and customer recovery techniques.
  • Implement feedback mechanisms to strengthen customer trust.
  • Enhance retention through proactive and transparent relationship management.

Course Topics

Root Cause Analysis of Complaints

  • Segment complaint types and quantify systemic drivers.
  • Use 5 Whys/Fishbone to trace failure pathways.
  • Fix upstream causes with cross-functional actions.
  • Close the loop with customers and verify outcomes.

 

Retention Strategies and Service Recovery

  • Design tiered recovery policies and authority limits.
  • Coach staff on empathy, escalation, and resolution speed.
  • Offer proactive outreach and tailored retention offers.
  • Measure save-rate and lifetime value uplift.

 

Stakeholder-Centred Process Design

  • Capture VoC via multiple channels and languages.
  • Integrate complaints data into improvement forums.
  • Align legal/compliance input without harming experience.
  • Publish learning to prevent repeat failures.

 

Metrics, KPIs and Continuous Improvement

  • Monitor complaint volume, ageing, and recurrence.
  • Track first-contact resolution and turnaround SLAs.
  • Quantify financial impact: credits, churn, WISMO/WISMR.
  • Run weekly root-cause huddles with owners.

 

Communication and Change Leadership

  • Share themes and fixes transparently across teams.
  • Recognise great recoveries and learning moments.
  • Update policies and scripts based on evidence.
  • Report improvements to regulators and executives.

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