E-learning Training – Effectively Managing a Customer Technical Complaint
Duration: 1h30 | Target audience: N2 Technical Support & Customer Success teams
Format: 100% online – Interactive modules + simulator + final quiz
Take control of critical situations. Transform a complaint into a lever for customer satisfaction.
When a customer reports a technical issue, your role is much more strategic than it seems. This ultra-practical e-learning course guides you step by step to:
- Understand the business stakes of a technical complaint
- Master the fundamentals of customer relations in a complex context
- Adopt a posture that combines active listening and quick solution finding
- Adapt to different customer profiles, technical environments, and degrees of urgency
- Practice in a realistic high-stakes customer call simulator
- Review your knowledge through a mega final quiz to move from theory to action
Who is this course for?
• For level 2 support teams facing urgent and technical requests
• For Customer Success Managers who must balance customer satisfaction and technical constraints
• For anyone in technical front office wishing to enhance their relational skills
Course content – 6 progressive modules:
- ✔ Module 1 – Understand the impact of complaints
> Become aware of the real effects of poor complaint management on satisfaction, loyalty, and brand image. - ✔ Module 2 – Establish the right fundamentals
> Acquire essential benchmarks: processing procedures, professional posture, technical communication framework. - ✔ Module 3 – Master best practices
> Discover key techniques to analyze, manage, and respond effectively to any technical complaint. - ✔ Module 4 – Manage varied contexts with agility
> Adapt your approach according to the customer’s profile (expert, novice, stressed, strategic), the business environment, or the impact of the bug. - ✔ Module 5 – Immersive simulator
> Conduct a difficult conversation with an irritated customer facing a critical bug. Diagnose, reassure, and embody the key role of support. - ✔ Module 6 – Mega final quiz
> Test all your knowledge and validate your mastery of the course.
Why choose this course?
• Designed by customer support & customer success experts
• Adapted to e-commerce, SaaS, IT & digital services challenges
• Compatible with standard LMS (SCORM)
• Actionable training immediately applicable in the field
