Customer Complaints Management Course
Master customer complaints management for call centres. Learn to analyse outages, de-escalate angry callers, design resolution playbooks, improve SLAs, and use KPIs to cut churn, boost CSAT, and turn escalations into loyalty. This course equips you with practical tools to handle complex issues, reduce escalations, and protect customer loyalty through effective analysis, processes, and coaching techniques.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This Customer Complaints Management Course provides practical tools to handle complex issues, reduce escalations, and safeguard customer loyalty. You will learn to analyse outage causes, manage stakeholder risks, improve processes, and coordinate with operations teams. Master escalation frameworks, tailored resolution playbooks, key metrics, and coaching techniques to deliver fast, accurate, and empathetic resolutions consistently.
Elevify advantages
Develop skills
- Outage root-cause analysis: quickly identify issues causing complaint spikes.
- High-impact escalation handling: de-escalate calls and deliver fast, fair resolutions.
- Tailored playbooks: resolve VIP, new, and repeat complaints with targeted steps.
- Complaint KPIs tracking: use ASA, FCR, and CSAT data to reduce churn and escalations.
- Coaching and QA skills: document calls, score quality, and coach agents effectively.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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