Customer Complaints Management Course
Gain expertise in managing customer complaints in call centres. Master outage analysis, de-escalating upset callers, creating resolution playbooks, enhancing SLAs, and applying KPIs to lower churn, lift CSAT, and convert escalations into loyalty. This course equips you with practical strategies to handle issues efficiently and retain customers.

4 to 360 hours flexible workload
valid certificate in your country
What will I learn?
This course provides essential tools for managing customer complaints, minimising escalations, and safeguarding loyalty. You will learn to investigate outage causes, mitigate stakeholder risks, refine processes, and collaborate with operations teams. Develop proficiency in escalation protocols, custom resolution guides, vital performance metrics, and coaching methods to ensure prompt, precise, and compassionate outcomes consistently.
Elevify advantages
Develop skills
- Outage root-cause analysis: quickly identify issues causing complaint spikes.
- High-impact escalation handling: de-escalate situations and achieve swift, fair resolutions.
- Tailored playbooks: address VIP, new, and repeat complaints with specific strategies.
- Complaint KPIs tracking: leverage ASA, FCR, and CSAT metrics to reduce churn and escalations.
- Coaching and QA skills: record calls, assess quality, 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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