All programmesMarketing & Customer Experience / PM-MAR-002

Handling Digital Customer Complaints

A practical programme in handling digital customer complaints, connecting working concepts with team decisions and relevant workplace examples.

Request Delivery Details

About the Course

This programme develops a working approach to handling digital customer complaints in the context of customer needs and service outcomes. Participants move from understanding the main concepts to examining a case, testing alternatives and explaining a practical recommendation. The three modules focus on response tone, escalation and case resolution. Examples are selected after the training brief so that they reflect the responsibilities and experience of the participant group.

Course Objectives

Explain the role of response tone and identify the information required for a reliable assessment.
Use a structured worksheet to examine escalation and compare reasonable alternatives.
Identify assumptions, missing evidence and implementation concerns related to case resolution.
Prepare a customer improvement proposal and success measures for discussion with a marketing or customer-service team.
Translate the exercise into a workplace action plan with owners, review points and measurable progress.

Who Can Benefit

Marketing and account teams: apply response tone to their responsibilities through a guided case and a course-specific worksheet.
Customer-service supervisors: apply escalation to their responsibilities through a guided case and a course-specific worksheet.
Customer-experience and research professionals: apply case resolution to their responsibilities through a guided case and a course-specific worksheet.

Participant experience and learning needs are reviewed before the programme is confirmed.

Curriculum & Practical Work

Day 1

Response tone

Map a current situation involving response tone; separate facts from assumptions and identify questions that need clarification.

Day 2

Escalation

Compare two approaches to escalation; explain the expected benefits, limitations and information gaps.

Day 3

Case resolution

Develop an action plan for case resolution; assign responsibilities and agree how results should be reviewed.

Learning Method

Short concept discussions, guided worksheets, group comparisons and instructor feedback, followed by a workplace action plan.

Educational programme. No professional accreditation is implied; specialist legal, engineering or tax advice requires qualified professionals.