Customer Complaints Management Course
Master customer complaints handling in call centres. Acquire skills to investigate outages, defuse irate callers, create bespoke resolution strategies, enhance service levels, and apply key performance indicators to minimise churn, elevate satisfaction scores, and convert escalations into customer loyalty. This course equips you with essential tools for effective complaint resolution and stakeholder management.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This course provides practical strategies for managing customer complaints, minimising escalations, and safeguarding loyalty. Participants will learn to investigate outage origins, mitigate stakeholder risks, refine processes, and collaborate with operations teams. Key topics include escalation protocols, bespoke resolution guides, vital performance metrics, and coaching methods to ensure swift, precise, and compassionate outcomes consistently.
Elevify advantages
Develop skills
- Outage root-cause analysis: swiftly identify causes of complaint surges.
- High-impact escalation management: calm tense situations and achieve prompt, equitable outcomes.
- Customised resolution playbooks: address VIP, new, and repeat complaints with precise strategies.
- Complaint KPI monitoring: leverage ASA, FCR, and CSAT metrics to reduce churn and escalations.
- Coaching and quality assurance: record interactions, evaluate performance, and train 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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