Customer Complaints Management Course
Gain expertise in managing customer complaints in call centres. Learn to investigate service disruptions, calm irate customers, create custom resolution guides, enhance service levels, and apply key performance indicators to lower customer loss, raise satisfaction scores, and convert complaints into lasting loyalty. This course equips you with practical methods to handle tough cases, cut down escalations, and safeguard customer relationships effectively.

flexible workload from 4 to 360h
valid certificate in your country
What will I learn?
This course provides hands-on strategies for tackling customer complaints, minimising escalations, and maintaining customer trust. You will discover how to investigate service failure origins, handle stakeholder concerns, refine operational workflows, and work closely with teams. Become proficient in escalation protocols, custom resolution guides, essential performance measures, and staff training methods to ensure prompt, precise, and compassionate solutions consistently.
Elevify advantages
Develop skills
- Outage root-cause analysis: quickly identify issues causing complaint surges.
- High-impact escalation handling: calm tense situations and achieve swift, just outcomes.
- Tailored resolution playbooks: address VIP, new, and repeat complaints with specific strategies.
- Complaint KPI tracking: monitor ASA, FCR, and CSAT to reduce churn and escalations.
- Coaching and QA skills: record interactions, evaluate performance, and train staff well.
Suggested summary
Before starting, you can change the chapters and 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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