This training is to enhance the knowledge, skills and competence of the participant in complaint investigation and management to comply with best evidence practice.
At the end of the one-day training, the participant will be able to:
Describe the investigator’s role in the complaint process.
List the key elements of root cause analysis investigation.
Explain the key tools in root cause analysis investigation.
List the key activities in complaint investigation and management.
Confidently conduct investigation and manage complaint within their role.
Organisation and customer context
Concepts and themes
Overview of customer feedback and complaint
Investigator’s Role at different stages of complaint
Root Cause Analysis Investigation
Summary and action planning
Course Attendance Certificate
Duration and Time
One-day, 9.30am - 4.30pm
Who can benefit from this training?
Anyone who needs to investigate customer complaint and identify root cause to prevent recurrence.
This training course takes a blended learning approach and the learning methods reflect all learning styles. There are interactive learning activities, quiz, presentations, individual and group-work, case study, facilitation, and discussions.
Mode of delivery
This course is delivered (1) in-house; (2) training venue; (3) Virtual training room