Customer Complaints Management Course
Master customer complaints management for call centres. Gain skills to analyse outages de-escalate angry callers create resolution playbooks enhance SLAs track KPIs reduce churn improve CSAT and convert escalations into customer loyalty. This course equips you with practical tools for handling complex complaints protecting loyalty and boosting satisfaction.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course provides practical tools for managing customer complaints effectively reducing escalations and safeguarding loyalty. You will learn to analyse outage causes manage stakeholder risks optimise processes and coordinate with operations. Master escalation frameworks custom resolution playbooks essential metrics and coaching methods to ensure swift accurate and empathetic resolutions consistently.
Elevify advantages
Develop skills
- Outage root cause analysis to identify issues causing complaint spikes quickly.
- High-impact escalation handling to de-escalate calls and achieve fast fair resolutions.
- Tailored playbooks for resolving VIP new and repeat complainer issues with targeted steps.
- Complaint KPI tracking using ASA FCR and CSAT data to reduce churn and escalations.
- Coaching and QA skills to 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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Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content that I don't need.

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