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Complaint Investigation Course

Course Aim

This training is to enhance the knowledge, skills and competence of the participant in complaint investigation and management to comply with best evidence practice.

Course Objectives

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.

Course Content

  • 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
  • Complaint Management
  • Summary and action planning
  • Course evaluation
  • 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.

Training Methods

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

Contact us
  • Get in touch

  • Address
  • St John's Innovation Centre, Cowley Road, Cambridge CB4 OWS, England United Kingdom

  • Email

  • Phone
  • +44 (0) 1223 655 671