Customer Complaint Management & Service Excellence

  • Customer Relations & Marketing

Introduction

Managing customer complaints effectively is key to maintaining a positive reputation and ensuring customer loyalty. This program provides participants with the skills to handle complaints proficiently, turning challenges into opportunities for service enhancement and increased satisfaction. Participants will learn to view complaints as valuable feedback, systematically collect and analyze them, and implement effective resolutions. The program also focuses on developing emotional intelligence to manage difficult interactions and strategies to convert complaints into avenues for service improvement and customer loyalty. By enhancing the overall customer experience across all touchpoints, participants will be prepared to cultivate sustained loyalty and contribute to their organization’s success.

Course Outline

  • Module 1
  • Module 2
  • Module 3
  • Module 4
  • Module 5
  • Course Objectives
  • Target Audience

Customer Complaints

  • Significance of customer complaints.
  • Types of complaints: technical, behavioral, operational.
  • Causes and impact of complaints on organizational reputation.
  • The role of customer feedback in continuous improvement.
  • Building a customer-centric culture.

Analyzing Customer Complaints

  • Tools and methods for collecting complaints.
  • Techniques for analyzing complaint data.
  • Identifying recurring patterns and trends.
  • Root cause analysis methodologies.
  • Implementing corrective and preventive measures.
  • Monitoring the effectiveness of solutions.

Emotional Intelligence in Customer Interactions

  • Emotional intelligence and customer service.
  • Active listening techniques.
  • Professional handling of angry customers.
  • Stress management for service providers.
  • Non-verbal communication cues.
  • Conflict resolution strategies.

Paid Advertising and Pay-Per-Click

  • What is paid advertising.
  • Understanding Pay-Per-Click (PPC).
  • How paid Ads work.
  • Benefits of PPC campaigns.
  • Tracking PPC performance.
  • Improving ROI with Paid Ads.

Measuring and Optimizing Digital Marketing

  • Digital marketing analysis.
  • Key digital marketing metrics and KPIs.
  • Tools for analyzing digital marketing efforts.
  • How to interpret your data.
  • Optimizing campaigns based on results.

By the end of this course, participants will be able to:

  • Explore the significance of customer complaints in enhancing operations and services.
  • Develop skills to analyze complaints and implement effective corrective actions.
  • Enhance emotional intelligence for managing challenging customer interactions.
  • Learn strategies to convert complaints into opportunities for service improvement and loyalty.
  • Improve overall customer experience and build long-term positive relationships.

This course is ideal for:

  • Customer Service Team.
  • Frontline Staff.
  • Customer Support Teams.
  • Supervisors and Team Leaders.
  • Managers in Customer Service.
  • Quality Assurance Professionals.

Course Schedule & Fees

  • Kuala Lumpur
  • Singapore
  • Amsterdam
  • Online
  • Course Fees

This course will take place in Kuala Lumpur on the following dates:

26/05/202509/06/202523/06/202507/07/2025
21/07/202504/08/202518/08/202501/09/2025
15/09/202529/09/202513/10/202527/10/2025
10/11/202524/11/202508/12/202522/12/2025
05/01/202619/01/202602/02/202616/02/2026

This course will take place in Singapore on the following dates:

19/05/202509/06/202530/06/202521/07/2025
11/08/202501/09/202522/09/202513/10/2025
03/11/202515/12/202505/01/202626/01/2026
16/02/2026

This course will take place in Amsterdam on the following dates:

26/05/202516/06/202507/07/202528/07/2025
18/08/202508/09/202529/09/202520/10/2025
10/11/202501/12/202522/12/202512/01/2026
02/02/202623/02/2026

This course will take place Online the following dates:

20/05/202517/06/202515/07/202512/08/2025
09/09/202507/10/202504/11/202502/12/2025
30/12/202527/01/202624/02/2026

Kuala LumpurSingaporeAmsterdamOnline
USD$ 3,580USD$ 5,600USD$ 5,600USD$ 1,920

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Training Evaluation Form
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      Course Info
      • Duration: One week
      • Available: Classroom/Online
      Training Locations
      • Kuala Lumpur
      • Singapore
      • Amsterdam
      • Online
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