What you will study
- Why customers complain and why most never do
- The LEARN recovery framework in practice
- De-escalation language and emotional regulation
- Compensation, goodwill and authority limits
- Documenting complaints and feeding them back into the business
What you will be able to do
- Resolve a hostile complaint without escalation
- Write an apology that restores confidence
- Turn complaint data into operational improvement
Assessment & certification
Participants are assessed against the programme standard rather than on attendance. Successful candidates receive a dated, verifiable KCSS certificate, and are eligible for our continuing professional development clinics and the annual service practitioners’ conference.
Who this is for
This programme is pitched at all levels level. It suits people working in or moving into customer-facing roles across banking, telecoms, hospitality, health, retail, education and the public sector. It is also available as a closed in-house programme for organisations training eight or more people.
Programme details
- Duration3 days
- DeliveryIntensive workshop or in-house
- LevelAll levels
- AwardKCSS certificate on successful assessment
- LocationDabino House, 1A Yakubu Gowon Way, Kaduna, or live-online
Fees and the next available start date are confirmed on enquiry. Call 0806 974 9874 or send us a message.
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Ready to enrol in Complaint Handling & Service Recovery?
Speak to our admissions team about the next start date, fees and the stream that fits your week.
Speak to admissions