Customer complaint and service recovery

The course focuses on how businesses and other organisations can learn from customer complaints, product flaws, and service failure, and make sure that these problems do not recur. The course outlines developments in the area of customer dissatisfaction and complaints management, and treats central concepts, theories, models, and methods with a focus on customer complaint processes, which are important for restoring the customer's trust. Reasons for customers complaint are emphasised, and the course starts out from perspectives on value-creating customer relations in businesses and other organisations and the way in which these increase competitiveness and profitability. Students work with practical cases and best practice, and use various methods to collect, analyse, and produce fact-based materials for organisational development. The course covers concepts, theories, and models that can be used

(1) to understand and analyse reasons for and consequences of customer dissatisfaction and complaint (service failure),
(2) to handle and learn from disappointed customers and understand how their trust and loyalty can be restored (service recovery),
(3) to understand how customers and colleagues can be involved in collaborative processes to address customer dissatisfaction (collaborative service recovery).

The course requires active participation and contribution to the course content in seminar discussions and other learning activities. The course content is partly co-created with the students and based on their experiences, questions, and challenges.The course requires independent study, continual reading, and active participation and reflection.

Progressive specialisation: A1N (has only first‐cycle course/s as entry requirements)

Education level: Master's level

Admission requirements: 90 ECTS credits in the social, behavioural, or natural sciences, with at least 30 ECTS credits at the G2F level or higher, and at least two years of work experience in a relevant field, plus upper secondary level English 6, or equivalent

Selection:

Selection is usually based on your grade point average from upper secondary school or the number of credit points from previous university studies, or both.