Customer Complaint Handling and Quality Feedback Systems

For many South African manufacturers and service providers, customer complaints arrive scattered across emails, calls, and returns, and rarely feed back into fixing the underlying process. This course teaches teams to capture, classify, and resolve complaints in a structured way, and to turn that feedback into lasting quality improvement. Participants learn how to close the loop with customers while feeding root cause findings into corrective action.

What you will be able to do

Set up a single structured process for capturing complaints from all channels.
Classify and prioritise complaints by severity and business impact.
Investigate a complaint to find the underlying process cause.
Close the loop with the customer in a professional and timely way.
Feed complaint findings into corrective action and process improvement.
Track complaint trends to target the biggest sources of dissatisfaction.

Course outline

01Capturing Complaints From All Channels
02Classifying and Prioritising Complaints
03Investigating the Underlying Cause
04Closing the Loop With Customers
05Feeding Findings Into Corrective Action
06Trend Analysis and Prevention
07Building a Feedback Driven Culture

Who should attend

This course is designed for quality officers, customer service leaders, product managers, and operations staff responsible for handling and learning from customer complaints.

Dates, venues and fees

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Online	2	US$900
24 to 25 Aug 2026	Mozambique	2	US$1,100
31 Aug to 1 Sep 2026	Cairo	2	US$1,100
7 to 8 Sep 2026	Accra	2	US$1,100
14 to 15 Sep 2026	Lusaka	2	US$1,100
21 to 22 Sep 2026	Kigali	2	US$1,100
28 to 29 Sep 2026	Nairobi	2	US$1,100
5 to 6 Oct 2026	Durban	2	R10,000
12 to 13 Oct 2026	Johannesburg	2	R10,000
26 to 27 Oct 2026	Mauritius	2	US$1,100
2 to 3 Nov 2026	Dubai	2	US$1,100
9 to 10 Nov 2026	Lagos	2	US$1,100
16 to 17 Nov 2026	Harare	2	US$1,100
23 to 24 Nov 2026	Kampala	2	US$1,100
30 Nov to 1 Dec 2026	Dar es Salaam	2	US$1,100
7 to 8 Dec 2026	Pretoria	2	R10,000
14 to 15 Dec 2026	Cape Town	2	R10,000

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.

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Training a whole team?

We can run Customer Complaint Handling and Quality Feedback Systems privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house