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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.

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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

  1. 01Why Written Responses Matter
  2. 02Acknowledging Complaints Without Delay
  3. 03Explaining Issues Without Admitting Liability
  4. 04Setting Out Remedies and Timelines
  5. 05Tone for Different Severities
  6. 06Responding Across Letter, Email and Social Media
  7. 07Consistency Across Complaint Channels
  8. 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

DatesVenueDaysFeeCalendarRegister
6 to 7 Oct 2026Johannesburg2R10,000Register
7 to 8 Oct 2026Cape Town2R10,000Register
8 to 9 Oct 2026Durban2R10,000Register
12 to 13 Oct 2026Pretoria2R10,000Register
13 to 14 Oct 2026Windhoek2US$1,100Register
14 to 15 Oct 2026Gaborone2US$1,100Register
15 to 16 Oct 2026Maseru2US$1,100Register
19 to 20 Oct 2026Mbabane2US$1,100Register
20 to 21 Oct 2026Lusaka2US$1,100Register
21 to 22 Oct 2026Harare2US$1,100Register
22 to 23 Oct 2026Lilongwe2US$1,100Register
26 to 27 Oct 2026Blantyre2US$1,100Register
27 to 28 Oct 2026Mozambique2US$1,100Register
28 to 29 Oct 2026Nairobi2US$1,100Register
29 to 30 Oct 2026Dar es Salaam2US$1,100Register
2 to 3 Nov 2026Kigali2US$1,100Register
3 to 4 Nov 2026Kampala2US$1,100Register
4 to 5 Nov 2026Accra2US$1,100Register
5 to 6 Nov 2026Lagos2US$1,100Register
9 to 10 Nov 2026Cairo2US$1,100Register
10 to 11 Nov 2026Mauritius2US$1,100Register
11 to 12 Nov 2026Dubai2US$1,100Register
12 to 13 Nov 2026Online2US$900Register

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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