Strategic Complaint Handling Excellence: Industry-Focused
This program provides participants with a practical and industry-relevant approach to managing customer complaints across sectors such as banking, telecommunications, aviation, and the public sector. It focuses on equipping participants with structured complaint handling frameworks while addressing the complexities of regulatory requirements, customer expectations, and high-stakes emotional interactions. Through realistic scenarios and multi-channel simulations, participants will learn how to deliver consistent, effective complaint experiences across touchpoints, while using insights from complaint data to identify systemic issues and drive continuous service improvement.
