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.
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 four learning styles: Reflector, Pragmatist, Theorist and Activist. There will be interactive learning exercises, quiz, presentations, individual and group-work, case study, facilitation, and discussions.
Duration and Time One day 9.30am - 4.30pm
Organisation and customer context
Concepts and themes
Overview of customer feedback and complaint
Investigator’s Role at different stages of complaint