Overview

AI, Data Science & Cloud Certificates from Google, IBM & Meta — 50% Off

One plan covers every Professional Certificate on Coursera. 50% off Coursera Plus Annual for 10 days only — price increases June 17.

Unlock All Certificates

Develop the skills to resolve customer issues and manage conflicts using structured frameworks and AI-supported analysis. In this course, you will diagnose service breakdowns, conduct root cause analysis using the 5-Whys method, and design sustainable resolution strategies. You will learn to aggregate complaint data, categorize recurring issues, facilitate multi-party conflict discussions, and implement script-based resolution workflows. AI tools will be used to identify patterns, evaluate resolution options, and improve response quality while maintaining professionalism and empathy. Through applied exercises and a project-based case study, you will practice documenting corrective actions and measuring impact reduction. By the end of this course, you will be able to transform customer complaints into improvement opportunities and support long-term service excellence.

Syllabus

Analyzing Complaint Data

This module covers how to aggregate, categorize, and analyze customer complaint data to identify patterns and surface systemic issues that individual resolutions alone cannot fix.

Using AI for Effective Resolutions

This module covers how AI tools, including natural language processing, recommendation engines, and analytics dashboards, support complaint resolution and how to apply their outputs with professional judgment.

Conducting Root Cause Analysis

This module introduces the 5-Whys methodology for tracing recurring complaints back to their operational origins and producing findings that support lasting service improvements.

Designing Effective Solutions

This module covers how to translate root cause findings into actionable solution designs that are specific, measurable, and aligned with operational goals — bridging the gap between analysis and implementation.

Evaluating Solution Impact

This module provides an overview of techniques for monitoring solution effectiveness and ensuring lasting resolution.

Facilitating Effective Mediations

This module enhances skills in mediating disputes, with a focus on effective communication and resolution.

Documenting and Learning from Conflicts

This module offers guidance on effectively documenting conflict triggers and resolutions for continuous improvement.

Scripted Complaint Resolutions

This module delves into the usage of scripts to bring uniformity and reliability to resolved issues.

Categorizing and Learning from Complaints

This module offers methods for effective categorization of complaints to identify areas of systemic improvement.

Project: Conflict Resolution

This module is a summative project experience in which learners synthesize and apply conflict resolution skills across a practical portfolio assignment. Learners develop a conflict resolution strategy, practice the 5-Whys root cause analysis method in a professional scenario, and demonstrate their ability to apply mediation principles, complaint closure techniques, and systematic problem-solving in a unified deliverable.