Complaint Resolution & Service Recovery

Course Code: WCX-324

Program: Operations & Administration Academy

Course Overview: Develop the skills required to effectively resolve customer complaints, recover service failures, and restore customer trust.

This course develops practical capability in complaints, complaint handling, service recovery excellence, escalation and complex complaints, and learning from complaints.

Learning Outcomes

By the end of this course, learners will be able to:

• Resolve complaints professionally
• Conduct effective service recovery
• Restore customer confidence
• Manage escalations effectively
• Reduce repeat complaints
• Improve customer retention

Target Audience: Customer-facing employees, service and support teams, contact-centre staff, account teams, supervisors, and service leaders who want to strengthen practical capability in complaint resolution and service recovery.

Learning Experience: Learners engage through video overviews, audio deep dives, study guides, practical examples, reflection prompts, workbook activities, applied tasks, knowledge checks, and end-of-module quizzes. Activities support practical application in complaints, complaint handling, service recovery excellence, escalation and complex complaints, and learning from complaints.

Course Structure: 5 modules / 20 lessons.

Special Feature: Every module concludes with a Putting It All Together audio deep dive that connects the key lessons and supports reflection and practical application.

Pathway Focus: Understand complaints. Apply service recovery excellence. Learn from complaints.