Customer Experience
Complaint Handling & Service Recovery
Turning a complaint from a burden into an improvement source, plus the skills to recover an angry customer.
Foundation2 days12 training hours8-24 participants
All training programmes are accredited by the Sharjah Private Education Authority.
Programme objectives
- Build a complaint intake and classification system
- Handle anger and escalation calmly and methodically
- Run root-cause analysis on recurring complaints
- Close a complaint in a way that rebuilds trust
Detailed agenda
1
Day 1
The system and the skill
- Why a complaint is an opportunity, not a threat
- The intake system and its channels
- Listening and empathy skills
- Handling anger: a practical four-step model
2
Day 2
Resolution and improvement
- First-contact resolution authority and its limits
- Root-cause analysis of recurring complaints
- Closing the complaint and following up on satisfaction
- Role-play on real cases
Competencies developed
- Active listening
- Emotional regulation
- Root-cause analysis
- Negotiation and problem solving
What participants take away
- A complaint procedure guide
- A complaint classification and analysis template
- A phrase bank for difficult situations
- A company-issued certificate of attendance
Prerequisites
None.
How it is assessed
Recorded role-play: handling three escalating complaint cases with structured feedback.
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