Complaint Handling & Service Recovery — JD Customer Experience

A complaint handled well is worth more than a sale that never went wrong.

Most organisations treat complaints as problems to close. The best ones treat them as intelligence — signals that reveal broken processes, unmet expectations, and opportunities to turn frustrated customers into loyal ones. This course teaches both the skill and the mindset.

Complaint Handling & Service Recovery is a 15-module self-paced course built by JD Customer Experience — grounded in real escalation cases, regulatory awareness, and the psychology of why customers complain and what they actually need when they do.

What You'll Learn:

✅ Module 1 — The Psychology of a Complaint: What the Customer Really Wants

✅ Module 2 — The HEARD Framework: A Proven Structure for Every Complaint

✅ Module 3 — Emotional Regulation: Staying Calm When the Caller Isn't

✅ Module 4 — Apology Without Liability: Words That Acknowledge Without Admitting Fault

✅ Module 5 — Escalation Paths: When to Resolve, When to Escalate, When to Refer

✅ Module 6 — Service Recovery: Turning a Bad Experience Into a Retained Customer

✅ Module 7 — Handling Written Complaints: Email, Forms & Formal Letters

✅ Module 8 — Social Media Complaints: Public Tone, Speed & Brand Protection

✅ Module 9 — Regulatory & Formal Complaint Channels: Staying Compliant

✅ Module 10 — Complaint Prevention: Fixing the Root Before It Repeats

✅ Module 11 — Frontline Empowerment: Giving Agents the Authority to Resolve

✅ Module 12 — Building a Complaint-Handling Culture Across the Team

✅ Module 13 — Root Cause Analysis: Using Complaints to Improve Operations

✅ Module 14 — Customer Retention After a Complaint

✅ Module 15 — Complaint Metrics: What to Measure and How to Report It

How it works:

• Purchase on Selar — receive your personal access link by email within minutes
• Work through each module at your own pace
• Complete the 5-question quiz at the end of each module (pass mark: 4/5)
• Unlock your signed JD CX Certificate of Completion when all 15 modules are done — verifiable at jdcxperience.org/verify
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Who is this for? Customer service agents, complaint handlers, team leads, quality assurance staff, and operations managers who want to build a team that resolves issues faster and retains more customers.

Price: GHS 500 — One-time payment. Lifetime access. No renewals, no subscriptions.