Complaints Management and Strategy

EFFECTIVE COMPLAINTS INVESTIGATION

Improve the ability to effectively investigate complaints.


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Improve the ability to effectively investigate complaints.

The objective of this program is to improve the ability to effectively investigate complaints.

In a time where customers have a broad option of suppliers, the need to provide a great customer experience is ever more prevalent. Complaints are a natural process and part of any organisation.

It is a professionally facilitated programme with trainer led presentations, discussions and group work that models real experiences and work-based situations that will help you build and implement best practice.

THIS COURSE WILL ENABLE YOU TO:

  • Understand why complaints so valuable
  • The differentiation between assessment and investigation
  • The workflow process
  • Best practise in Complaints handling
  • Dealing with Difficult and Angry Customers
  • Investigation and interviewing to resolve
  • Road to Resolution

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