Complaint Handling & Service Recovery Masterclass
Administration, Communication & Customer Service
Course overview
Complaint Handling & Service Recovery Masterclass is a senior-level masterclass on strategy and performance in Complaint Handling & Service Recovery. It covers the principles, the requirements of international service and communication best practice, and the practical methods used on site, with case studies from operations in the Gulf, Africa and worldwide. Available online, in the classroom in 60 cities, or in-house.
What participants will be able to do
- Explain the principles, terminology and scope of Complaint Handling & Service Recovery
- Apply the relevant requirements of international service and communication best practice
- Use practical tools, checklists and calculations with confidence
- Recognise common problems, risks and root causes and choose the right corrective action
- Build a business case and roadmap their leadership team can act on
Who should attend
Designed for administrative staff, executive assistants, marketing, sales and customer-facing teams in senior and leadership roles.
Course outline (5 days)
- Day 1: Strategic view of Complaint Handling & Service RecoveryTrends, regulation and what leading companies do differently
- Day 2: Benchmarking and performanceKPIs, maturity models and gap analysis
- Day 3: Lessons from major incidents and projectsDecision points that changed outcomes
- Day 4: Leading the changeBuilding the business case, budget and team capability
- Day 5: Masterclass forumExpert panel, peer exchange and personal roadmap
What the 10-day edition adds
- Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
- Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
- Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
- Day 9: Applied project, part 2Complete, test and refine your solution
- Day 10: Presentations and final assessmentPresent to the group and complete the final assessment
Training method and certificate
Interactive sessions, practical exercises, case studies and pre- and post-course assessments. Participants receive a Qimma Global Training certificate of completion stating the training hours (30 hours for 5 days, 60 hours for 10 days). Delivered in English or Arabic.
Dates 2027–2030
None of these dates work? We run this course for your team on the date and in the place you choose.
| Dates | City | Duration | Fee | |
|---|---|---|---|---|
| 18–22 Jan 2027 | Amsterdam Classroom | 5 days | $5,500 | Register |
| 12–23 Apr 2027 | Frankfurt Classroom | 10 days | $9,900 | Register |
| 21–25 Jun 2027 | Rome Classroom | 5 days | $5,500 | Register |
| 26 Jul – 6 Aug 2027 | Lagos Classroom | 10 days | $9,900 | Register |
| 20–24 Sep 2027 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 27–31 Mar 2028 | Geneva Classroom | 5 days | $5,500 | Register |
| 8–19 May 2028 | Copenhagen Classroom | 10 days | $9,900 | Register |
| 10–14 Jul 2028 | Abu Dhabi Classroom | 5 days | $5,500 | Register |
| 17–28 Jul 2028 | Zurich Classroom | 10 days | $9,900 | Register |
| 27 Nov – 1 Dec 2028 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 2–6 Apr 2029 | Cape Town Classroom | 5 days | $5,500 | Register |
| 4–15 Jun 2029 | Kigali Classroom | 10 days | $9,900 | Register |
| 6–10 Aug 2029 | Baku Classroom | 5 days | $5,500 | Register |
| 9–20 Sep 2029 | Kuwait City Classroom | 10 days | $9,900 | Register |
| 5–9 Nov 2029 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 4–8 Feb 2030 | Nairobi Classroom | 5 days | $5,500 | Register |
| 8–19 Apr 2030 | Houston Classroom | 10 days | $9,900 | Register |
| 28 Jul – 1 Aug 2030 | Amman Classroom | 5 days | $5,500 | Register |
| 11–22 Aug 2030 | Alexandria Classroom | 10 days | $9,900 | Register |
| 9–13 Sep 2030 | Online (live) Online (live) | 5 days | $3,000 | Register |