An applied five-day programme focused specifically on Complaint Management and Service Recovery.
This five-day Kaizen European Academy programme is dedicated specifically to Complaint Management and Service Recovery. It develops practical capability in Complaint Service Recovery through structured explanation, applied tools, realistic scenarios and guided workshops. Participants move from core concepts to hands-on application, performance control and an implementation plan that can be transferred directly to their workplace.
Explain the essential concepts, terminology and professional context of Complaint Management and Service Recovery.
Apply the principal methods and tools used in Complaint Management and Service Recovery.
Analyse realistic situations and make evidence-based decisions related to Complaint Management and Service Recovery.
Evaluate performance, risk and control requirements in Complaint Management and Service Recovery.
Develop a practical implementation or improvement plan for Complaint Management and Service Recovery.
Professionals, specialists, supervisors and managers whose responsibilities involve complaint management and service recovery or who need to build practical capability in this area.
Instructor-led explanation, facilitated discussion, subject-specific case studies, practical templates, individual and group exercises, simulations or technical scenarios where appropriate, peer review and a final implementation workshop.
Explain the essential concepts, terminology and professional context of Complaint Management and Service Recovery. Apply the principal methods and tools used in Complaint Management and Service Recovery. Analyse realistic situations and make evidence-based decisions related to Complaint Management and Service Recovery. Evaluate performance, risk and control requirements in Complaint Management and Service Recovery. Develop a practical implementation or improvement plan for Complaint Management and Service Recovery.
No formal prerequisite is required. Relevant professional experience is helpful; technical courses may assume basic familiarity with the operating environment.
Scope, terminology and professional context of Complaint Management and Service Recovery
Current practices and emerging trends in Complaint Management and Service Recovery
Roles, responsibilities and stakeholder expectations in Complaint Management and Service Recovery
Diagnostic assessment of current Complaint Management and Service Recovery practices
customer expectations
service standards
communication
listening
empathy
complaints
service recovery
difficult customers
contact centres
CRM
journey mapping
service quality
customer satisfaction
loyalty
service KPIs
coaching
Choose one of the next planned European dates, or create a private delivery around your own schedule.
This programme can be scheduled across our European training destinations. Venue and trainer are confirmed separately for each session.
Final venue, dates and trainer are confirmed when the session is scheduled.
