• Explain the key principles, terminology and professional applications of ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement.
• Identify operational needs and common challenges related to employee and customer experience.
• Apply practical techniques for customer-centered service design in relevant work scenarios.
• Develop informed decisions and actionable solutions involving feedback and service recovery.
• Evaluate outcomes using satisfaction metrics and improvement and propose improvements.

• Introduction to ISM Endorsed The Customer Complaint System: A Tool for Customer Service Improvement: scope, terminology and practical relevance.
• Core foundations: Stakeholder expectations and service journeys.
• Methods and tools: Customer-centered service design.
• Professional practice: Feedback and service recovery.
• Applied focus: Key concepts, terminology and professional considerations in employee and customer experience.
• Workshop: Supervised activities applying customer-centered service design; Case studies, performance review and workplace action planning.
• Assessment and action planning: Satisfaction metrics and improvement.