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QimmaGlobal Training

Complaint Handling & Service Recovery

Administration, Communication & Customer Service

  • QGT-ADM-117
  • Foundation
  • 5 or 10 days
  • Online · Classroom · In-house

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Course overview

Complaint Handling & Service Recovery is an introduction that builds a solid working knowledge 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, new joiners and anyone who needs a solid grounding in the subject.

Course outline (5 days)

  1. Day 1: Principles and terminologyScope, key definitions and how Complaint Handling & Service Recovery fits into daily operations
  2. Day 2: Codes, standards and requirementsWhat international service and communication best practice require, and how to read them
  3. Day 3: Methods, tools and calculationsStep-by-step methods, checklists and worked examples
  4. Day 4: Operation, inspection and common problemsTypical failures, warning signs and what to do about them
  5. Day 5: Case studies, workshop and assessmentGroup exercise on real cases and a final knowledge check
What the 10-day edition adds
  1. Day 6: Applied project, part 1Apply the week-one methods to a case from your organisation
  2. Day 7: Data and digital toolsSoftware, spreadsheets and digital tools used in practice
  3. Day 8: Lessons from incidents and auditsWhat investigations and audit findings teach
  4. Day 9: Applied project, part 2Complete, test and refine your solution
  5. 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.

DatesCityDurationFee
8–12 Feb 2027Sharjah Classroom5 days$5,500Register
31 May – 11 Jun 2027Houston Classroom10 days$9,900Register
28 Jun – 2 Jul 2027Manchester Classroom5 days$5,500Register
26 Jul – 6 Aug 2027Madrid Classroom10 days$9,900Register
29 Nov – 3 Dec 2027Online (live) Online (live)5 days$3,000Register
6–10 Feb 2028Amman Classroom5 days$5,500Register
13–24 Mar 2028Bangkok Classroom10 days$9,900Register
11–15 Sep 2028Madrid Classroom5 days$5,500Register
15–26 Oct 2028Alexandria Classroom10 days$9,900Register
23–27 Oct 2028Online (live) Online (live)5 days$3,000Register
23–27 Apr 2029Houston Classroom5 days$5,500Register
2–13 Jul 2029Johannesburg Classroom10 days$9,900Register
5–9 Nov 2029Barcelona Classroom5 days$5,500Register
11–22 Nov 2029Erbil Classroom10 days$9,900Register
3–7 Dec 2029Online (live) Online (live)5 days$3,000Register
7–11 Jan 2030Bangkok Classroom5 days$5,500Register
18 Feb – 1 Mar 2030Accra Classroom10 days$9,900Register
29 Apr – 3 May 2030Beirut Classroom5 days$5,500Register
17–28 Jun 2030Dubai Classroom10 days$9,900Register
8–12 Jul 2030Online (live) Online (live)5 days$3,000Register

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