Customer Experience & Service Excellence Remote
Complaint Handling & Service Recovery
A short, focused program on turning complaints into retained, satisfied customers.
Overview
Covers a proven service recovery framework for handling escalated complaints calmly and consistently.
Learning Objectives
- Apply a structured service recovery framework
- De-personalize and de-escalate emotional complaints
- Document complaints for root-cause analysis
- Turn a complaint into a retention opportunity
Curriculum & Modules
- Why customers complain
- Complaint categories
- A structured recovery process
- Practice scenarios
Who It's For
Branch and retail supervisors