Program
Complaint Handling and Service Recovery Training
Fixing the problem is the easy half. Keeping the customer afterwards is the part most teams miss.
- Duration
- 1 day
- Format
- In-person or virtual
- Group size
- 12–18 participants
The problem we are solving
Complaints are usually treated as tickets. The issue is resolved, the case is closed, and the customer quietly reduces their spend.
Apologies are either withheld for fear of liability or given so generically that they read as scripted indifference.
About this program
Complaint handling and service recovery training for teams who fix the problem but lose the customer. Participants learn to own the failure, recover the relationship deliberately and close the loop so the complaint does not repeat.
Includes escalation judgement and what to promise when you cannot fix it immediately.
What changes in behaviour
- Own a failure without blaming another team
- Apologise in a way that is credible and specific
- Choose a recovery action proportionate to the impact
- Judge when to escalate and to whom
- Close the loop so the same complaint does not repeat
What the program covers
- What customers want after a failure
- Ownership and credible apology
- Recovery choices and authority
- Escalation judgement
- Root cause and closing the loop
Who it is for
- Complaints and escalation teams
- Service and support managers
- Account and relationship managers handling failures
- Will this align to our complaints policy?
- Yes. We build the practice around your escalation matrix and the authority each role actually holds.
Start with one cohort. Judge the behaviour change.
Most engagements begin as a single pilot cohort, so your team can evaluate the facilitation and the follow-through before a wider rollout.