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Behavioral Excellence

Developing Holistic Professionals for Success

Complaints Management – Turning Complaints to Compliments

Classroom Training   |   2 days


Date Time Location Brochure


It is easy to provide great customer service to individuals who have a great personality but not every experience is a positive one. Complaints are not always easy to deal with. People often act differently when emotions are running high and their expectations are not being met. An effective complaint management scheme will enhance continual improvement across your products and services. Successful organizations are recognizing that an improved system for capturing customer feedback will provide valuable learning opportunities to every part of the organization. This course is designed to help organization get the most out of registering the complaint and customer feedback processes. This 2- day program enables the participants to understand the importance of complaints handling for organizational development and measures to be taken to manage the complaints of the customers.

● Expert Facilitator The program is facilitated by one of our leading consultants with years of experience in consulting and training in various industries, thus, giving the participants the advantage to tap on his extensive experience to solve practical problems in their current environment. ● Interactive Learning From face-to-face interaction to modules and workbooks, the training is an instructor-led course with a combination of presentation modules and interactive sessions with participants, allowing mindshare to proactively address specific needs and issues in their own environment. ● Up-to-date Information Provides the latest updates on best practices from industries across the globe with case studies and practical information acquired from the training and resources of our trainer. ● Training Package We provide high quality and well-researched training materials to make learning a meaningful experience for the participants. The training aids we provide to our participants are used as a quick reference resource for future use.

  • Customer Relation anagement
  • Anatomy of Complaints
  • Complaints Management Framework
  • Complaints Management Maintenance & Improvement
  • Integrating CF to other Standards / Corporate Policy
  • Using Feedback to your Advantage
  • Effective Dispute Resolution
  • Sustaining Service
  • Common Challenges
  • Summary
  • Open Forum

  • Learn how to manage customers expectations and understand the importance of customer service from the business perspectives
  • Understand customer-relation process, anatomy of complaints and complaint management framework
  • Implement a clear and structured framework to manage complaints, resolve disputes and monitor customer satisfaction
  • Gain insights into the best practices recommended by ISO 10001, 10002 and 10003 on achieving customer service excellence
  • Realize the potential in measuring the return of investment from learning in ‘human capital investment’ terms.

  • Frontline
  • Management
  • Professionals
  • Service Managers
  • Executives
  • Supervisors
  • Staff who deal with customers


Prerequisites: There are no pre-course requirements needed to attend the course.


  • Will I Get a Course completion Certificate?

    Yes, we offer course completion certificate after you successfully complete the training program.

  • Is there any provision for group discounts for this training program?

    APEX Global offers standard promos such as the early bird or group discount. Contact training@eccinternational for more information.

  • Where is the classroom session being held?

    Training venue will be announced one week before the said training day. Participants will be informed through email.


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