Customer Insight from Complaints and Feedback
Complaints are treated as incidents to close rather than evidence to learn from. This course covers coding feedback, finding patterns and turning them into changes that reduce the next month's complaints.
Course outline
What this programme covers, module by module.
- 01Complaints as evidence rather than incidents to close
- 02Coding schemes and consistent classification
- 03Separating symptom from underlying cause
- 04Pattern analysis across channels and over time
- 05Quantifying the cost of recurring problems
- 06Presenting findings so operational teams act
- 07Tracking whether the fix reduced complaint volume
What you will gain
- Code complaints and feedback consistently
- Distinguish symptom from underlying cause
- Find patterns across channels and time
- Quantify the cost of recurring problems
- Present findings so operational teams act
- Track whether changes reduced complaint volume
Who should attend
- Customer experience and insight staff
- Complaints and service managers
- Quality and improvement practitioners
- Operations managers owning fixes
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 3 Nov 2026 | Johannesburg | 2 Days | R10,000 | |
| 17 to 18 Nov 2026 | London | 2 Days | US$1,100 | |
| 7 to 8 Dec 2026 | Dubai | 2 Days | US$1,100 | |
| 11 to 12 Jan 2027 | Pretoria | 2 Days | R10,000 | |
| 22 to 23 Feb 2027 | Durban | 2 Days | R10,000 | |
| 27 to 28 Apr 2027 | Cape Town | 2 Days | R10,000 | |
| 12 to 13 Jul 2027 | Johannesburg | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Sales, Marketing & Customer Service
- Formats
- In-house, public, online
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