Complaint Management

What this subject covers

Lesson topics

1. What Is a Complaint? Distinguishing Complaint Management from Customer Service
2. Why Complaint Management Matters to a Business
3. The Complaint Lifecycle: From First Contact to Closure
4. Complaint Channels: How Complaints Reach an Organisation
5. First Response: Acknowledging a Complaint
6. Active Listening and Empathy in Complaint Handling
7. Investigating a Complaint: Gathering the Facts
8. Categorising and Prioritising Complaints
9. Determining a Fair Resolution
10. Communicating a Resolution to the Customer
11. The Service Recovery Paradox
12. Limits of Service Recovery: When Apologies Are Not Enough
13. Difficult and Emotional Customers: De-escalation Techniques
14. Handling Complaints Across Different Contact Channels
15. Complaints on Social Media and Public Review Platforms
16. Escalation: When and How to Involve a Supervisor
17. Recording and Logging Complaints
18. Root Cause Analysis of Complaint Data
19. Complaint Trends and Reporting to Management
20. Preventing Recurrence: Closing the Feedback Loop
21. Consumer Protection Law and Complaint Handling
22. Complaint Handling Policies and Procedures
23. Measuring Complaint-Handling Performance
24. Complaint Handling and Organisational Culture
25. Common Failures in Complaint Management and How to Avoid Them