Skip to content

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.

Ready to book? Secure your place on this programme.

Register for this course

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

  1. 01Capturing Complaints From All Channels
  2. 02Classifying and Prioritising Complaints
  3. 03Investigating the Underlying Cause
  4. 04Closing the Loop With Customers
  5. 05Feeding Findings Into Corrective Action
  6. 06Trend Analysis and Prevention
  7. 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

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Cape Town2R10,000Closed
29 to 30 Sep 2026Durban2R10,000Register
30 Sep to 1 Oct 2026Pretoria2R10,000Register
1 to 2 Oct 2026Windhoek2US$1,100Register
5 to 6 Oct 2026Gaborone2US$1,100Register
6 to 7 Oct 2026Maseru2US$1,100Register
7 to 8 Oct 2026Mbabane2US$1,100Register
8 to 9 Oct 2026Lusaka2US$1,100Register
12 to 13 Oct 2026Harare2US$1,100Register
13 to 14 Oct 2026Lilongwe2US$1,100Register
14 to 15 Oct 2026Blantyre2US$1,100Register
15 to 16 Oct 2026Mozambique2US$1,100Register
19 to 20 Oct 2026Nairobi2US$1,100Register
20 to 21 Oct 2026Dar es Salaam2US$1,100Register
21 to 22 Oct 2026Kigali2US$1,100Register
22 to 23 Oct 2026Kampala2US$1,100Register
26 to 27 Oct 2026Accra2US$1,100Register
27 to 28 Oct 2026Lagos2US$1,100Register
28 to 29 Oct 2026Cairo2US$1,100Register
29 to 30 Oct 2026Mauritius2US$1,100Register
2 to 3 Nov 2026Dubai2US$1,100Register
3 to 4 Nov 2026Online2US$900Register
17 to 18 Dec 2026Johannesburg2R10,000Register

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.

Related courses in Quality and Operational Excellence

Quality and Operational Excellence

Lean Six Sigma Green Belt Practical Application

Six Sigma fails in South African plants when it is taught as statistics rather than as a way to run improvement projects under real...

Next session
5 to 9 Oct 2026
Venue
Dubai
5 day programme
FromR18,000
Quality and Operational Excellence

ISO 9001 Quality Management Systems in Practice

Most quality systems fail their internal audits on the same handful of clauses. The ISO 9001 standard is studied here as a body of...

Next session
5 to 7 Oct 2026
Venue
Johannesburg
3 day programme
FromR13,000
Quality and Operational Excellence

Quality Nonconformance and Corrective Action

Two thirds of corrective actions address a symptom and the failure returns within the quarter.

Next session
6 to 8 Oct 2026
Venue
Johannesburg
3 day programme
FromR13,000
See all Quality and Operational Excellence courses