Listed as Free on Udemy when checked on 21 October 2026. No coupon or subscription trial is required for the listed lessons. Enrollment needs a Udemy account; availability can change.
About this course
A complaint reveals both an immediate customer problem and something about the service process behind it. Prof Robert Ebo Hinson examines those two levels through service management, difficult customer interactions and recovery after a service failure.
The course begins with characteristics of services and the role of customers and employees in delivering them. It then spends substantial time on complaint handling, recovery procedures, fairness and service guarantees, making it more management-oriented than a collection of short response scripts.
| Official course | Service Management and Complaint Handling |
|---|---|
| Created by | Prof Robert Ebo Hinson |
| Platform | Udemy |
| Language | English |
| Level | Intermediate — Udemy listing |
| Listed duration | 118 minutes; 5 lectures across 1 sections |
| Certificate | Not included with a new free enrollment |
Skills you’ll gain
- Understanding service-delivery challenges
- Recognizing complaint-handling principles
- Planning service recovery
- Connecting customer concerns with process improvement
The listing is intermediate and the description addresses executives and advanced business students. Reading and writing English and an interest in service leadership are the stated requirements. Its longer lecture format suits learners who want conceptual depth more than quick software demonstrations.
Use the material to examine how a complaint moves through your own organization: who listens, who can act and how the lesson reaches the people responsible for the process. That is a suggested reflection, not an assessed project included in the listing. The course does not guarantee customer loyalty or eliminate every service failure.
Frequently asked questions
Is this mainly for frontline scripts?
No. Its scope includes service-management concepts and recovery procedures, with an intermediate management audience.
Are service guarantees discussed?
Yes. The final public syllabus entry covers their relationship with expectations, standards and service recovery.
Checked on 21 October 2026 using the public course details and syllabus. WikiFree has not watched every lesson or tested full playback. New free enrollments do not include a Udemy completion certificate, instructor Q&A or direct messages.
Questions & discussion
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