Service Management and Complaint Handling

....turning complaints into gifts
Free tutorial
Rating: 4.3 out of 5 (421 ratings)
4,831 students
1hr 59min of on-demand video
English [Auto]

Improving Service Quality and Productivity
Managing Customer Relationships and Building Loyalty
Complaint Handling and Service Recovery
Striving for Service Leadership


  • Be able to read and write English
  • Want to learn more about Service Leadership


Service Excellence Practitioners and Scholars alike have argued that a complaint is a gift. Complaining Customers are usually giving institutions opportunities to rectify bad service situations and do better in the future. This course on Service Management and Complaint Handling is a middle to Senior Level course targeted at Masters level and advanced level undegraduate students working in any area of business. It is also an excellent executive training module for busy executives seeking a refresher course on topics like:

1. Service Management

2. Managing Difficult Customers

3. Complaint Handling and Service Recovery

Every CEO or Institutional Leader should be interested in taking this course to the extent that customer complaints are a constant part of any Institutional enterprise. Complaints that are poorly managed could go a long way to destroy the future profitability of any enterprise.

Who this course is for:

  • Every CEO or Institutional Leader


Marketing Professor
Prof Robert Ebo Hinson
  • 4.2 Instructor Rating
  • 3,530 Reviews
  • 26,315 Students
  • 8 Courses

Professor Robert E. Hinson is a leading voice in marketing on the continent of Africa. With over seventy journal and hundreds of miscellaneous publications to his credit. Robert possesses a doctorate in marketing from the University of Ghana and a second in International Business from the Aalborg University in Denmark.

Robert holds Bachelors and MBA Degrees in Marketing from the University of Ghana as well as Post-Graduate Diploma in Marketing from the Chartered Institute of Marketing, UK. With a professional training career that began in 1998 at the Ghana Commercial Bank Training School, Robert worked as an Advertising Agency Executive from 1998 - 2003 and in that time worked on brands such as APC, Acer, Societe Generale, Canon, Daewoo, Dark and Lovely, Golden Tulip, LG, Lone Star Airways (Liberia), Lufthansa, Microsoft, Mercedes Benz, Peugeot and Symantec. 

Reobert joined the University of Ghana Business School in February 2003 as a lecturer.

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