Become a complaint friendly organisation

The deck is stacked against businesses trying to satisfy their customers. Customers expect satisfactory service and as a result anything that looks like unsatisfactory service stands out. Because of this, it is more likely to be remembered and weighed more heavily in comparison to everything that went right.

This reality demands that we map out a process across the organisation to handle unhappy customers and pay attention to what we can learn from customers who are dissatisfied. We can work at satisfying customers through the purchasing process, but research tells us over and over again that it is our post-sales service people who create the greatest degree of engagement and loyalty amongst our customers.



This highly interactive 2 day course is designed for managers with responsibility for Customer service strategy and particularly the complaints policy in your organisation, helping them build knowledge and skills to strategise and build a viable and sustainable complaint-friendly culture.



Any manager responsible for setting the Customer service strategy and the complaints policy in particular in the organisation

 Key outcomes

  • Design a service recovery strategy
  • Set goals for a service recovery approach
  • Define the customer experience and investigate current business practice
  • Build skill and knowledge in the team/organisation to implement the strategy



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This course is typically held over 2 days


 You will leave this course able to:

  • Identify the core parameters of being a Complaint-friendly organisation
  • Define Customer-Centricity and the 3 levels of service and their related support mechanisms
  • Analyse the 4 critical criteria that businesses need to do to successfully become a complaint-friendly organisation
  • Work through 5 principles that support the mapping of the service recovery process
  • Identify the critical priorities to map a service recovery in the organisation
  • Examine why Customers stop doing business with organisations they were once loyal to
  • Implement a Complaint-friendly strategy in the organisation
  • Share meaningful data internally
  • Empower people in the business to handle complaints
  • Implement a complaint response formula that can permeate the organisation quickly and effectively


 Delivery options

This course can be delivered in-person or virtually

Tailor this course

Contact us for further information on how Mapping Your Service Recovery Process training can be tailored to your business