COURSE OVERVIEW
SS1082 : 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:
LecturesPractical 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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