Complaint Handling and Service Recovery: Managing Customer Complaints – Paris, 15–19 Mar 2027
DestinationParis
Dates15 – 19 March 2027
Reference1097_5293
This session
15–19 Mar 2027
This Complaint Handling and Service Recovery: Managing Customer Complaints session in Paris runs from Monday 15 March to Friday 19 March 2027 (week 11, Q1 2027). It is the only date in Paris in 2027, at a fee of 23,500 SAR, the same for each of them. Registration is open for this date. It is held in person at Right Bank business hotel.
Every organisation receives complaints, but many handle them inconsistently: customers repeat their story to several people, responses arrive late or read like templates, and the same failures return month after month. Poorly handled complaints cost more in lost customers and public criticism than the original fault. This Core Concept course equips frontline staff and team leaders to receive, resolve and respond to complaints using the ISO 10002 process and recognised service recovery models. Participants rehearse real complaint scenarios and leave with a Complaint Handling and Service Recovery Toolkit for their team.
Course Objectives
Receive and log complaints accurately, distinguishing complaints from enquiries, feedback and disputes
Apply the ISO 10002 complaint handling process from receipt through investigation to closure
Choose a fair recovery response using justice theory and a recovery options matrix
Write clear complaint responses and escalate cases correctly within agreed response times
De-escalate angry or distressed customers and make adjustments for customers in vulnerable situations
Assemble a Complaint Handling and Service Recovery Toolkit for use by the participant's team
Target Audience
Customer service advisers who receive complaints by telephone, email, chat or in person
Complaint handlers and case officers who investigate and respond to complaints
Team leaders and supervisors who resolve escalated complaints
Front-desk, branch and field staff responsible for face-to-face service
Social media and digital channel staff who respond to public customer comments
Course Outline
Day 1: Complaints, Customers and the Cost of Failure
Complaint Definitions: Complaint, Enquiry, Feedback and Dispute
TARP Research on Customer Complaint Behaviour and Silent Defectors
Service Recovery Paradox and Customer Loyalty Evidence
ISO 10002 Guiding Principles: Visibility, Accessibility and Responsiveness
Current Complaint Process Self-Assessment Checklist
Day 2: Complaint Handling Standards and Recovery Models
ISO 10002 Complaint Handling Process from Receipt to Closure
ISO 10001 Customer Satisfaction Codes of Conduct
ISO 10003 External Dispute Resolution and Referral Routes
Justice Theory in Recovery: Distributive, Procedural and Interactional Fairness
LAST and HEARD Service Recovery Models
Day 3: Receiving, Resolving and Responding
Complaint Intake Script and Active Listening Techniques
Complaint Logging Form and Categorisation Codes
Recovery Options Matrix: Apology, Correction, Compensation and Follow-Up
Written Complaint Response Letter and Email Templates
Escalation Matrix with Response Time Targets
Day 4: Difficult Complaints and Recurring Failures
De-escalation Techniques for Angry and Distressed Customers
Public Complaint Responses on Social Media and Review Sites Using ISO 20488
Vulnerable Customer Identification and Adjustments Using ISO 22458
Unreasonable Complainant Conduct Policy and Boundary Scripts
Complaint Trend Analysis with Pareto Charts and the 5 Whys
Day 5: Role-Play Practice and the Recovery Toolkit
Telephone Role-Play: Billing Error Complaint
Face-to-Face Role-Play: Escalated Service Failure
Written Response Role-Play: Drafting and Peer Review of a Complaint Reply
Complaint Handling and Service Recovery Toolkit Assembly
Team Briefing Pack for Introducing the Toolkit
Skills You Will Gain
Complaint Intake
Active Listening
Customer De-escalation
Service Recovery
Complaint Response Writing
Complaint Escalation
Complaint Trend Analysis
Why Attend This Course
Return to work with a Complaint Handling and Service Recovery Toolkit your team can use the next day
Handle an angry customer with more confidence after rehearsing difficult conversations with feedback
Resolve more complaints at first contact, so fewer reach managers or outside bodies
Learn how service staff from other sectors and countries turn complaints into loyal customers
Conclusion
A complaint handled well can leave a customer more loyal than one who never had a problem, while one handled badly spreads far beyond the original fault. This course moves from understanding why complaints matter, through the ISO 10002 process and recognised recovery models, to the daily skills and difficult cases that test them. The final day puts that learning into rehearsed conversations and a Complaint Handling and Service Recovery Toolkit that participants take back to their team for immediate use.
Complaint Handling and Service Recovery: Managing Customer Complaints runs in Paris over 5 days, with 2 upcoming dates in Paris. The course fee is 23,500 SAR.
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