Customer Complaint Response and Service Recovery Writing

How an organisation responds in writing to a customer complaint often determines whether that customer stays, leaves or escalates the matter publicly. This course teaches delegates to write complaint responses and service recovery letters that acknowledge the issue honestly, explain next steps clearly, and rebuild trust without exposing the organisation to unnecessary liability.

What you will be able to do

Acknowledge a customer complaint promptly and without defensiveness or unnecessary delay.
Explain what went wrong in plain language without admitting unwarranted legal liability.
Set out clear next steps, timelines and remedies the customer can expect.
Adjust tone for different complaint severities, from minor service issues to serious failures.
Respond consistently to complaints raised through letters, email and social media channels.
Recognise when a complaint response should be escalated to a manager or legal advisor.

Course outline

01Why Written Responses Matter
02Acknowledging Complaints Without Delay
03Explaining Issues Without Admitting Liability
04Setting Out Remedies and Timelines
05Tone for Different Severities
06Responding Across Letter, Email and Social Media
07Consistency Across Complaint Channels
08Knowing When to Escalate

Who should attend

This course is aimed at customer service staff, call centre team leaders, complaints officers and client relationship managers who respond to customer complaints in writing.

Dates, venues and fees

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Cairo	2	US$1,100
24 to 25 Aug 2026	Accra	2	US$1,100
31 Aug to 1 Sep 2026	Lusaka	2	US$1,100
7 to 8 Sep 2026	Kigali	2	US$1,100
14 to 15 Sep 2026	Nairobi	2	US$1,100
21 to 22 Sep 2026	Durban	2	R10,000
28 to 29 Sep 2026	Johannesburg	2	R10,000
12 to 13 Oct 2026	Mauritius	2	US$1,100
19 to 20 Oct 2026	Dubai	2	US$1,100
26 to 27 Oct 2026	Lagos	2	US$1,100
2 to 3 Nov 2026	Harare	2	US$1,100
9 to 10 Nov 2026	Kampala	2	US$1,100
16 to 17 Nov 2026	Dar es Salaam	2	US$1,100
23 to 24 Nov 2026	Pretoria	2	R10,000
30 Nov to 1 Dec 2026	Cape Town	2	R10,000
14 to 15 Dec 2026	Online	2	US$900
21 to 22 Dec 2026	Mozambique	2	US$1,100

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 Response and Service Recovery Writing 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