Every organisation receives complaints, and how it handles the difficult ones that escalate shapes its reputation more than routine service ever does. This programme equips service leaders to build a complaint handling system, manage escalations calmly and turn upset customers into loyal ones. It focuses on the leader's role in setting policy, empowering staff and learning from complaints rather than burying them.
Customer service managers, contact centre and branch leaders, quality managers and supervisors responsible for handling complaints and escalations across a team.
| Dates | Venue | Days | Fee | Calendar |
|---|---|---|---|---|
| 17 to 19 Aug 2026 | Cairo | 3 | US$1,500 | |
| 24 to 26 Aug 2026 | Accra | 3 | US$1,500 | |
| 31 Aug to 2 Sep 2026 | Lusaka | 3 | US$1,500 | |
| 7 to 9 Sep 2026 | Kigali | 3 | US$1,500 | |
| 14 to 16 Sep 2026 | Nairobi | 3 | US$1,500 | |
| 21 to 23 Sep 2026 | Durban | 3 | R13,000 | |
| 28 to 30 Sep 2026 | Johannesburg | 3 | R13,000 | |
| 12 to 14 Oct 2026 | Mauritius | 3 | US$1,500 | |
| 19 to 21 Oct 2026 | Dubai | 3 | US$1,500 | |
| 26 to 28 Oct 2026 | Lagos | 3 | US$1,500 | |
| 2 to 4 Nov 2026 | Harare | 3 | US$1,500 | |
| 9 to 11 Nov 2026 | Kampala | 3 | US$1,500 | |
| 16 to 18 Nov 2026 | Dar es Salaam | 3 | US$1,500 | |
| 23 to 25 Nov 2026 | Pretoria | 3 | R13,000 | |
| 30 Nov to 2 Dec 2026 | Cape Town | 3 | R13,000 | |
| 14 to 16 Dec 2026 | Online | 3 | US$900 | |
| 21 to 23 Dec 2026 | Mozambique | 3 | US$1,500 |
Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.
Move your sales team beyond product pitching into structured, needs led conversations that uncover real business problems. This programme...
Customers judge an organisation most harshly at the moment something goes wrong. Teams learn to design service journeys that hold up under...
Most South African customers meet a brand on a phone, on a data budget, and increasingly inside a messaging app. Marketing teams work on...