CompliQuest

Course Overview

Handling customer complaints and claims requires fast, clear, and professional communication, but it also involves processing personal data, often without employees being aware of it. From the moment a complaint is submitted, regardless of the channel (email, phone, form, or in-person), the organization enters a legally regulated data processing procedure that must comply with GDPR.

Managing complaints goes beyond customer service. Each complaint carries data protection obligations. This module teaches how to handle the entire process lawfully, securely, and professionally, from receipt to response.

The training focuses on real-world practices in complaint handling, where personal data is commonly processed, such as contact details, purchase information, complaint content, and communication history.

Who is this course for?
This course is ideal for all employees involved in receiving, processing, or resolving customer complaints and claims in any capacity:

1. Customer support staff – who handle, record, and process complaints via phone, email, online forms, or in person. 
2. Employees in stores or in branches – who are the first point of contact with customers and receive complaints on-site. 
3. Sales team leaders and return processing teams – who assess the validity and outcome of complaints. 
4. Employees responsible for handling customer data and communications – who enter data into CRM or internal systems.
5. Finance and accounting teams – who process payment data, invoices, and customer banking information.
6. All employees who access complaint content or customer data – the GDPR requires every individual to handle personal data lawfully and securely. 

Modules

• GDPR in Complaint Handling – This module provides participants with a clear and practical understanding of how personal data is processed during the complaint resolution process and what their specific obligations are under the GDPR. They will learn to recognize when personal data processing begins, whether a customer submits a complaint via email, phone, online form, or in person, and what that means in practical terms.