Objectives
- Explain the core principles, terminology and governing standards of Complaint Handling
- Apply proven methods and tools for Complaint Handling to real workplace situations
- Analyse performance data to find risks, gaps and improvement opportunities
- Compare your practice with international benchmarks and regional case studies
- Build a practical action plan to apply Complaint Handling in your organisation
Who should attend
Marketing, sales, communications and customer service teams.
Course outline — 5 days
- Day 1Principles, terminology and governing standardsComplaint Handling
- Day 2Methods, tools and calculationsComplaint Handling
- Day 3Operation, inspection and performanceComplaint Handling
- Day 4Risk, troubleshooting and case studiesComplaint Handling
- Day 5Best practice, assessment and action planComplaint Handling
10-day outline
- Day 1Principles, terminology and governing standardsComplaint Handling
- Day 2Methods, tools and calculationsComplaint Handling
- Day 3Operation, inspection and performanceComplaint Handling
- Day 4Risk, troubleshooting and case studiesComplaint Handling
- Day 5Best practice review and mid-course assessmentComplaint Handling
- Day 6Advanced analysis techniquesComplaint Handling
- Day 7Digital tools, data and softwareComplaint Handling
- Day 8Practical labs and simulationsComplaint Handling
- Day 9Regional benchmarks and lessons learnedComplaint Handling
- Day 10Capstone project and final assessmentComplaint Handling
Upcoming sessions 2027–2030
| City | Dates | Duration |
|---|---|---|
| Doha | 4 Feb 2029 – 15 Feb 2029 | 10 days |
| Johannesburg | 5 Aug 2030 – 9 Aug 2030 | 5 days |
No public session is listed yet. We can run this course in any city on your dates, online, or at your company.