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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Sales, Marketing & Customer Service

Customer Insight from Complaints and Feedback

Duration
2 Days
Delivery
In-house, public or online
From
R10,000 per delegate
Certificate
On completion
Course overview

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.

What you will be able to do
  • 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
Course outline
01
Complaints as evidence rather than incidents to close
02
Coding schemes and consistent classification
03
Separating symptom from underlying cause
04
Pattern analysis across channels and over time
05
Quantifying the cost of recurring problems
06
Presenting findings so operational teams act
07
Tracking whether the fix reduced complaint volume
Upcoming public sessions
DatesVenueDurationFee per delegate
2 to 3 Nov 2026Johannesburg2 DaysR10,000
17 to 18 Nov 2026London2 DaysUS$1,100
7 to 8 Dec 2026Dubai2 DaysUS$1,100
11 to 12 Jan 2027Pretoria2 DaysR10,000
22 to 23 Feb 2027Durban2 DaysR10,000
27 to 28 Apr 2027Cape Town2 DaysR10,000
12 to 13 Jul 2027Johannesburg2 DaysR10,000
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote

Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.

EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673  ·  training@eubiz.co.za
68 Sunstone Street, Germiston, 1401  ·  eubiz.co.za