Postgraduate Certificate in Advanced Complaint Handling Techniques
-- viewing nowComplaint Handling is a critical aspect of customer service, and this Postgraduate Certificate in Advanced Complaint Handling Techniques is designed for practitioners and managers who want to enhance their skills in resolving complex customer issues. Developed for those working in customer-facing roles, this course focuses on complaint handling strategies and techniques to improve customer satisfaction and loyalty.
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About this course
Through a combination of lectures, workshops, and case studies, learners will gain a deeper understanding of complaint handling principles, including conflict resolution, communication skills, and emotional intelligence.
By the end of the course, learners will be equipped with the knowledge and skills to effectively manage and resolve complex customer complaints, leading to improved customer satisfaction and loyalty.
Take the first step towards becoming a skilled complaint handler and explore this course further to learn more about our Postgraduate Certificate in Advanced Complaint Handling Techniques.
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Course details
• Effective Communication Strategies in Conflict Resolution
This unit focuses on the development of verbal and non-verbal communication skills to resolve conflicts and complaints in a professional manner. Students will learn how to listen actively, remain calm under pressure, and use assertive language to de-escalate tensions. • Advanced Empathy and Active Listening
This unit explores the importance of empathy and active listening in complaint handling. Students will learn how to create a safe and supportive environment, acknowledge emotions, and ask open-ended questions to gather information. • Conflict Resolution Theories and Models
This unit introduces students to various conflict resolution theories and models, including the Thomas-Kilmann Conflict Mode Instrument (TKI) and the Conflict Resolution Model (CRM). Students will analyze case studies and develop their own conflict resolution strategies. • Cultural Competence in Complaint Handling
This unit emphasizes the importance of cultural competence in complaint handling. Students will learn about different cultural norms, values, and communication styles, and develop strategies to accommodate diverse customer needs. • Emotional Intelligence and Wellbeing
This unit focuses on the development of emotional intelligence and wellbeing in complaint handlers. Students will learn how to recognize and manage their own emotions, develop self-awareness, and maintain a positive attitude under pressure. • Advanced Problem-Solving and Critical Thinking
This unit introduces students to advanced problem-solving and critical thinking techniques, including root cause analysis and solution design. Students will learn how to analyze complex problems, identify root causes, and develop effective solutions. • Customer Relationship Management (CRM) Systems
This unit explores the use of CRM systems in complaint handling. Students will learn how to configure and use CRM software, track customer interactions, and analyze customer data to improve complaint handling processes. • Social Media and Online Complaints
This unit focuses on the management of social media and online complaints. Students will learn how to monitor social media channels, respond to online complaints, and develop a social media strategy to improve customer engagement and reputation. • Quality Assurance and Auditing in Complaint Handling
This unit introduces students to quality assurance and auditing principles in complaint handling. Students will learn how to design and implement quality assurance processes, conduct audits, and evaluate complaint handling performance. • Leadership and Management in Complaint Handling
This unit explores the role of leadership and management in complaint handling. Students will learn how to lead and manage teams, develop complaint handling policies and procedures, and evaluate leadership effectiveness.
This unit focuses on the development of verbal and non-verbal communication skills to resolve conflicts and complaints in a professional manner. Students will learn how to listen actively, remain calm under pressure, and use assertive language to de-escalate tensions. • Advanced Empathy and Active Listening
This unit explores the importance of empathy and active listening in complaint handling. Students will learn how to create a safe and supportive environment, acknowledge emotions, and ask open-ended questions to gather information. • Conflict Resolution Theories and Models
This unit introduces students to various conflict resolution theories and models, including the Thomas-Kilmann Conflict Mode Instrument (TKI) and the Conflict Resolution Model (CRM). Students will analyze case studies and develop their own conflict resolution strategies. • Cultural Competence in Complaint Handling
This unit emphasizes the importance of cultural competence in complaint handling. Students will learn about different cultural norms, values, and communication styles, and develop strategies to accommodate diverse customer needs. • Emotional Intelligence and Wellbeing
This unit focuses on the development of emotional intelligence and wellbeing in complaint handlers. Students will learn how to recognize and manage their own emotions, develop self-awareness, and maintain a positive attitude under pressure. • Advanced Problem-Solving and Critical Thinking
This unit introduces students to advanced problem-solving and critical thinking techniques, including root cause analysis and solution design. Students will learn how to analyze complex problems, identify root causes, and develop effective solutions. • Customer Relationship Management (CRM) Systems
This unit explores the use of CRM systems in complaint handling. Students will learn how to configure and use CRM software, track customer interactions, and analyze customer data to improve complaint handling processes. • Social Media and Online Complaints
This unit focuses on the management of social media and online complaints. Students will learn how to monitor social media channels, respond to online complaints, and develop a social media strategy to improve customer engagement and reputation. • Quality Assurance and Auditing in Complaint Handling
This unit introduces students to quality assurance and auditing principles in complaint handling. Students will learn how to design and implement quality assurance processes, conduct audits, and evaluate complaint handling performance. • Leadership and Management in Complaint Handling
This unit explores the role of leadership and management in complaint handling. Students will learn how to lead and manage teams, develop complaint handling policies and procedures, and evaluate leadership effectiveness.
Career path
| **Career Role** | Description | Industry Relevance |
|---|---|---|
| Complaint Handling Specialist | Responsible for handling customer complaints and resolving issues in a fair and timely manner. | Relevant industries: Banking, Finance, Insurance, Retail. |
| Dispute Resolution Manager | Oversees the resolution of disputes and ensures that customers are satisfied with the outcome. | Relevant industries: Government, Healthcare, Education. |
| Customer Service Manager | Manages a team of customer service representatives and ensures that customer service standards are met. | Relevant industries: Retail, Hospitality, Tourism. |
| Complaint Investigation Officer | Investigates customer complaints and gathers evidence to support the resolution of disputes. | Relevant industries: Banking, Finance, Insurance. |
| Customer Experience Manager | Develops and implements strategies to improve customer experience and increase customer satisfaction. | Relevant industries: Retail, Hospitality, Tourism. |
Entry requirements
- Basic understanding of the subject matter
- Proficiency in English language
- Computer and internet access
- Basic computer skills
- Dedication to complete the course
No prior formal qualifications required. Course designed for accessibility.
Course status
This course provides practical knowledge and skills for professional development. It is:
- Not accredited by a recognized body
- Not regulated by an authorized institution
- Complementary to formal qualifications
You'll receive a certificate of completion upon successfully finishing the course.
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POSTGRADUATE CERTIFICATE IN ADVANCED COMPLAINT HANDLING TECHNIQUES
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Learner Name
who has completed a programme at
London School of Planning and Management (LSPM)
Awarded on
05 May 2025
Blockchain Id: s-1-a-2-m-3-p-4-l-5-e
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