Professional training – Quality & Process Management

Complaint Management

Hands-on Complaint Management course: you work on Complaints as an opportunity, Intake, recording and classification and Customer communication in difficult conversations and take away knowledge you can apply right away.

Duration
6 hours, one session
Level
Beginner
Format
Online or on-site
Language
German or English
Certificate
Certificate of attendance

Overview

In “Complaint Management” we combine fundamentals and practice: you get to know Complaints as an opportunity, Intake, recording and classification and Customer communication in difficult conversations, apply what you learn in exercises and receive templates and checklists for your own use.

Stable processes, traceable quality and compliance with normative requirements are a lasting competitive factor in industry, services and administration. The Complaint Management training gives you the methodological knowledge you need and shows how to apply it in daily work. We use realistic case studies, templates and checklists that you can put to work in your company straight away. Each course lasts one day, runs online or on site and is built around practice: understand first, then apply together, then transfer to your own area.

The course is delivered live – either online in a virtual classroom or on-site in our training rooms in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run it exclusively for your team.

Focus areas of the course

Complaints as an opportunityIntake, recording and classificationCustomer communication in difficult conversationsInternal hand-over and deadlinesKey figures and analysisPrevention by learning from complaints

Who is this course for?

  • Quality officers, quality managers and auditors
  • Production, manufacturing and process owners
  • Managers and project leads in improvement projects
  • Staff from engineering, purchasing, logistics and service

What you will be able to do

  • You know the key topics of Complaint Management – Complaints as an opportunity, Intake, recording and classification, Customer communication in difficult conversations, Internal hand-over and deadlines, Key figures and analysis and Prevention by learning from complaints – and can apply them in practice.
  • You know the fundamentals and requirements of Complaint Management and can place them correctly in your organisation.
  • You apply the core methods independently to concrete examples.
  • You document results transparently and prepare them for audits or management.
  • You develop a realistic implementation plan for your own area of responsibility.

Course outline

Module 1 Fundamentals and objectives of Complaint Management
  • Terms, objectives and benefits of Complaint Management
  • Positioning within the company management system
  • Typical requirements and expectations for the process
  • Roles and responsibilities
Module 2 Focus areas: Complaint Management
  • Complaints as an opportunity
  • Intake, recording and classification
  • Customer communication in difficult conversations
  • Internal hand-over and deadlines
  • Key figures and analysis
  • Prevention by learning from complaints
Module 3 Methodology and approach
  • Step-by-step approach using proven models
  • Key methods and tools at a glance
  • Data basis and key figures
  • Documentation and evidence
Module 4 Application in practical examples
  • Case studies on Complaint Management from production and services
  • Working through typical tasks together
  • Recognising and avoiding common errors
  • Templates and checklists to take away
Module 5 Embedding in the organisation
  • Involving staff and building acceptance
  • Verifying effectiveness and tracking improvements
  • Reporting to management
  • Action plan for your own area
Module 6 Transfer to your daily work
  • Exercise based on a realistic case
  • Typical mistakes and how to avoid them
  • Checklist and templates to take away
  • Open questions, outlook and resources for further learning

Prerequisites

Knowledge of business processes is helpful. Introductory courses require no prior knowledge; for advanced courses we recommend the matching fundamentals training. No prior knowledge is required.

Technical requirements

Your own laptop with office software; templates, case studies and evaluation files are provided digitally.

Dates & locations

For every location we suggest a date roughly four weeks ahead. Your preferred date is always possible.

  • Munich Wed, 16 December 2026 6 hrs Request
  • Salzburg Mon, 14 December 2026 6 hrs Request
  • Berlin Fri, 11 December 2026 6 hrs Request
  • Augsburg Mon, 14 December 2026 6 hrs Request
  • Hanover Mon, 14 December 2026 6 hrs Request
  • Bremen Thu, 10 December 2026 6 hrs Request
  • Stuttgart Tue, 15 December 2026 6 hrs Request
  • Kaiserslautern Wed, 16 December 2026 6 hrs Request
  • Online Wed, 16 December 2026 6 hrs Request

Frequently asked questions

Does Complaint Management prepare for a certification or exam?

We teach the technical content and methods relevant to the corresponding qualifications. Examination or certification is not part of the course; on request we point you to suitable routes and examination bodies.

Can we run Complaint Management with examples from our own company?

Yes. If you provide anonymised processes, complaints or key figures beforehand, we build them into the exercises. This makes the training directly relevant to your daily work while confidential data stays protected.

How much does “Complaint Management” cost?

The course costs a flat €949 plus VAT per participant – whether online or on-site. This includes 6 hours of live training with a trainer, course materials, a lab environment and a certificate of attendance.

Can I suggest my own date?

Yes. For every location we suggest a date roughly four weeks ahead. In the request form you can always describe your preferred date or period in free text – we check availability and get back to you within one working day.

Is the course online or on-site?

Both are possible: live online in a virtual classroom or on-site in Munich, Salzburg, Berlin, Augsburg, Hanover, Bremen, Stuttgart and Kaiserslautern. We can also run the course exclusively for your team.

Can the course be tailored to our team?

Yes. Tailor-made courses cost approx. €4,500 more, depending on the topic and by arrangement. We agree content, examples and exercises with you in advance.

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