HTME

COURSE OVERVIEW

SS1082 : Transforming Complaints to Opportunity
Transforming Complaints to Opportunity
OVERVIEW
COURSE TITLE : SS1082 : Transforming Complaints to Opportunity
COURSE DATE : Sep 07 - Sep 11 2025
DURATION : 5 Days
INSTRUCTOR : Mr. Drag Zic
VENUE : Dubai, UAE
COURSE FEE : $ 5500
Register For Course Outline

Course Description

80% of this course is practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 
 
This course is designed to provide participants with a detailed and up-to-date overview of Transforming Complaints to Opportunity. It covers the complaint management, voice of the customer (VoC) and psychology behind complaints; the service recovery paradox, customer journey mapping and touchpoints, complaint channels and trends; the effective communication skills and complaint categorization and prioritization; the root cause analysis (RCA) for complaints, de-escalation and conflict resolution techniques; the documentation and reporting standards and emotional intelligence (EI) in complaint handling; and the data analysis of complaints. 
 
Further, the course will also discuss the linking of complaints to KPIs, customer retention strategies and complaint-driven innovation; creating a closed-loop complaint system and building complaint-ready culture; the complaint management policies and procedures, technology tools for complaint handling and cross-functional complaint handling; and the legal, ethical and regulatory considerations, risk management through complaints, internal training and capability building. 

During this interactive course, participants will learn the complaint management effectiveness measurement; the customer experience (CX) and complaints; and the internal feedback from complaint handlers and strategic alignment with business goals covering the complaints as a metric in strategic reviews, balanced scorecard integration, customer-centricity in strategic planning and board-level reporting. 

link to course overview PDF

TRAINING METHODOLOGY

This interactive training course includes the following training methodologies:

Lectures
Practical Workshops & Work Presentations
Hands-on Practical Exercises & Case Studies
Simulators (Hardware & Software) & Videos

In an unlikely event, the course instructor may modify the above training methodology for technical reasons.

VIRTUAL TRAINING (IF APPLICABLE)

If this course is delivered online as a Virtual Training, the following limitations will be applicable:

Certificates : Only soft copy certificates will be issued
Training Materials : Only soft copy materials will be issued
Training Methodology : 80% theory, 20% practical
Training Program : 4 hours per day, from 09:30 to 13:30

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