NEVADA | PROFESSIONAL EXPERIENCE

Program Professional Framework

ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement

Program Overview

Every complaint is free consulting on where a service is failing, provided the organisation captures, analyses and acts on it. This course shows how to build and run a complaint system that improves service rather than just closing tickets: accessible channels, consistent recording and categorisation, clear ownership and response timelines, fair investigation, service recovery and redress, root-cause analysis and trend reporting to management. It draws on ISO 10002 guidance and on consumer protection and complaint handling expectations of GCC regulators such as central banks and telecom authorities.

Learning Outcomes

✓Design complaint intake channels and a categorisation scheme that supports analysis.
✓Define ownership, response timelines and escalation levels for complaint handling.
✓Investigate a complaint fairly and decide on appropriate redress and service recovery.
✓Analyse complaint data to identify root causes and recurring service failures.
✓Produce a monthly complaint report with trends, root causes and improvement actions.
✓Measure complaint handling performance and complainant satisfaction.

Target Audience

Complaints officers and complaint unit managers
Customer service and customer happiness managers
Quality and service improvement staff
Compliance staff handling regulatory complaints

Detailed Program Modules

01Complaints as Improvement Data

Why customers complain and why most do not
Cost of unresolved complaints
ISO 10002 guiding principles

02Designing the Complaint System

Intake channels and accessibility
Categorisation and severity levels
Roles, ownership and timelines

03Handling and Investigation

Acknowledgement and customer communication
Fair and documented investigation
Escalation and regulator referrals in GCC sectors

04Resolution and Service Recovery

Redress options and decision criteria
Service recovery techniques
Closing the complaint and confirming satisfaction

05Analysis and Root Causes

Complaint trend analysis
Root-cause techniques for service failures
Linking complaints to process owners

06Reporting and Continuous Improvement

Complaint KPIs and dashboards
Management reporting and action tracking
Reviewing and improving the system

Training Methodology

Interactive expert-led sessions grounded in workplace examples

Case studies and practical exercises drawn from the region

Group workshops with peer review of decisions and deliverables

Formative feedback against clear performance criteria

Applied Project & Assessment

Applied Project

Participants design a complaint system for a service area: intake channels, a categorisation scheme, a handling flowchart with timelines, a root-cause analysis of sample complaints and a monthly management report template.

Assessment

Short diagnostic at the start, practical tasks linked to each learning outcome, and evaluation of the applied project against published criteria.

University Certificate & International Accreditation

Professional Certificate accredited by City University Malaysia in ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement

International accreditation: Global Leadership Organization (GLO)