Complaint Handling & Service Recovery: Practical Workshop
Administration, Communication & Customer Service
Course overview
Complaint Handling & Service Recovery: Practical Workshop is a hands-on workshop built around exercises and real site problems 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
- Prepare an improvement plan for their own site or organisation
Who should attend
Designed for administrative staff, executive assistants, marketing, sales and customer-facing teams who want practice rather than theory.
Course outline (5 days)
- Day 1: Workshop briefing and baselineParticipants bring a real problem from their own site
- Day 2: Guided practice 1Hands-on exercises using templates, checklists and calculators
- Day 3: Guided practice 2Simulations and role-play based on Complaint Handling & Service Recovery scenarios
- Day 4: Field cases from the Gulf and AfricaAnalysing what went wrong and what worked
- Day 5: Action plan and peer reviewEach participant leaves with a reviewed improvement plan
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 | |
|---|---|---|---|---|
| 29 Mar – 2 Apr 2027 | Casablanca Classroom | 5 days | $5,500 | Register |
| 5–16 Apr 2027 | Copenhagen Classroom | 10 days | $9,900 | Register |
| 21–25 Jun 2027 | Bangkok Classroom | 5 days | $5,500 | Register |
| 12–23 Sep 2027 | Dammam Classroom | 10 days | $9,900 | Register |
| 29 Nov – 3 Dec 2027 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 30 Apr – 4 May 2028 | Al Khobar Classroom | 5 days | $5,500 | Register |
| 6–17 Aug 2028 | Riyadh Classroom | 10 days | $9,900 | Register |
| 4–8 Sep 2028 | Accra Classroom | 5 days | $5,500 | Register |
| 9–20 Oct 2028 | Berlin Classroom | 10 days | $9,900 | Register |
| 20–24 Nov 2028 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 8–12 Jan 2029 | Singapore Classroom | 5 days | $5,500 | Register |
| 4–15 Feb 2029 | Muscat Classroom | 10 days | $9,900 | Register |
| 9–13 Apr 2029 | Edinburgh Classroom | 5 days | $5,500 | Register |
| 23 Jul – 3 Aug 2029 | Athens Classroom | 10 days | $9,900 | Register |
| 1–5 Oct 2029 | Online (live) Online (live) | 5 days | $3,000 | Register |
| 20–24 Jan 2030 | Sharm El Sheikh Classroom | 5 days | $5,500 | Register |
| 12–23 Aug 2030 | Marrakech Classroom | 10 days | $9,900 | Register |
| 19–23 Aug 2030 | Geneva Classroom | 5 days | $5,500 | Register |
| 21 Oct – 1 Nov 2030 | Barcelona Classroom | 10 days | $9,900 | Register |
| 2–6 Dec 2030 | Online (live) Online (live) | 5 days | $3,000 | Register |