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Developing an effective complaints management process

Are you confident that your organisation knows all of the issues that cause customer dissatisfaction?

Do customers trust your organisation enough to complain to you and get problems resolved?

Do you have learning mechanisms in place to allow services to be changed and redesigned based on the customer experience?

This comprehensive one-day workshop will give you the opportunity to explore all the key implications involved in effectively managing complaints and customer feedback. The workshop is designed to help organisations to get the most out of developing and reviewing complaint and customer feedback processes.

Delegates will cover these subject areas:

  • Overview of complaint management standards
  • Managing customer dissatisfaction
  • Benefits of complaints
  • Complaint-friendly culture
  • Encouraging complaints
  • Complaint management strategy
  • Business intelligence
  • Monitoring and measurement
  • Implementing for success

More details of each session including the focus, activities and outcomes are on the chart which can be downloaded below.


The course costs £325 per delegate. 

Delivery method:

Open courses are held throughout the year. In-house courses can be arranged on request.

For more information and to make a booking, please email SOCAPiE.


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