Customer complaints

How can you handle complaints with AI without damaging the customer relationship?

1250 € per session, excl. VAT

In short

Support and after-sales teams learn to handle a complaint with the chosen AI assistant: separate request, facts and emotion, write an accurate and empathetic reply, check prices, deadlines and commitments, and spot cases to hand over. They leave with a triage grid, validated replies and an escalation tree.

Why this training?

The problem
A badly handled complaint often costs more than the original issue: a cold reply, an invented deadline or an unauthorised goodwill gesture.
What it costs today
A reply drafted too fast with the chosen AI assistant can commit the company to something its policy does not allow, or keep a case that should have been escalated.
Why this skill
The team must separate request, facts and emotion, then check every commitment before sending.
What you gain
Replies that follow the policy and stay empathetic, controlled commitments and shared escalation criteria.

Objectives of this training

  • Produce accurate and empathetic complaint responses using an AI assistant.
  • Verify the compliance of generated responses with the company's service policy.
  • Identify the limits of the AI assistant and agent intervention on complaints.
  • Determine cases requiring escalation to a human.
  • Draft clear handover notes for complex or sensitive cases.

Who is it for and what are the prerequisites?

Roles and tasks concerned

  • Support and customer relationship agents
  • After-sales service managers
  • Customer service team leaders

Prior skills

  • AI Fundamentals and AI Prompting completed, or equivalent experience (a learning prerequisite, not a registration condition).
  • Basic practice of an AI assistant
  • Knowledge of the team's service policy
  • A paid subscription to an AI solution offering the features used, the organisation’s authorisation for third-party tools, and the actual accounts and access rights.

To prepare before the session

  • Access to a functional AI assistant.
  • Basic knowledge of the team's service policy.
  • Exercise documents or data (fictional) provided by the company.

What you will work on

  1. Read a complaint

    The participant is able to break down a complaint into factual, emotional, and request elements.

  2. Draft a response

    The participant produces balanced responses that acknowledge the customer while respecting company policy.

  3. Control commitments

    The participant verifies and corrects information regarding prices, deadlines, and commercial gestures before sending.

  4. Escalate to a human

    The participant recognizes situations requiring human intervention and knows how to escalate them.

What you take away

  • Complaint sorting grid
  • Set of validated responses for exercise tickets
  • Team complaint escalation tree

Method and assessment

  • Hands-on workshop on fictional tickets and a supplied service policy
  • Pair comparison of replies and cross-review
  • Escalation rules built together with the team

Each reply is assessed on fidelity to the service policy, absence of invented promises or prices, clarity of the proposed solution and tone. The 3 ambiguous cases must be correctly handed over to a person with a usable handover note.

Frequently asked questions

What concrete result does this course deliver?

The team gains a shared method for answering complaints more accurately, with no invented promises, and a clear escalation tree. Deliverables: complaint triage grid, set of validated replies to the exercise tickets, team escalation tree.

Who is this course for and what are the prerequisites?

It is designed for: customer support and customer service agents, after-sales managers, customer service team leaders. Basic experience with the chosen AI assistant and knowledge of the team's service policy. Exercises use fictional tickets; no real tickets or customer data are needed.

What data and access need to be arranged?

Only fictional tickets and an exercise service policy are used. No real customer data is entered into the chosen AI assistant. Required tools and licences are checked before the session; no subscription is included in the price.

What practical exercise is completed?

Participants work on 12 fictional tickets and a supplied service policy. They triage each ticket, draft a reply, check prices, deadlines and commitments, and must identify 3 ambiguous cases to hand over to a person with a handover note.

What are the limits and who validates the results?

The workshop does not build a chatbot or connect the chosen AI assistant to a ticketing tool. Every reply is still reviewed and sent by an agent; sensitive, legal or highly emotional cases are handed over according to the escalation tree approved by the manager.

Can the course be adapted to our line of work?

During scoping, the service policy, complaint types and fictional escalation rules are aligned with the team's sector: retail, services, logistics or technical after-sales.

How is the session organised and what does it cost?

Half-day, private in-person session for up to 12 participants. The fee is €1,250 excluding VAT per session. Date and location are agreed during scoping; each session runs in a single language: French, Dutch or English.

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