Certified professional : Customer Complaints Investigation Techniques

NAME OF THE COURSE
Certified professional: Customer Complaints Investigation Techniques
 
CERTIFICATION
Certified professional: Customer Complaints Investigation Techniques
 
COURSE OVERVIEW
This workshop is ideal for those who want to develop their complaints investigation skills. The workshop will explore the reasons why a positive ethos towards complaints, and customers who complain, is important together with the logical steps to be followed when conducting the investigation of a complaint.
 
 
TRAINING DURATION
Total Training Hours : 10-14 Hours
Training Duration      : 2 Days
Total Training  Days  : 1-2 Working Days
 
TRAINING SCHEDULE
Weekdays (Sunday to Thursday)
Regular Sessions : 4 – 6 Hrs Per day (9am to 2pm or 3.00pm to 9.00 pm)
Food & refreshments Included
Weekends (Friday & Saturday)
Fast Track Sessions: 8 Hours per day (9am to 5pm)
Food & refreshments Included
 
CERTIFICATION
Globally recognized certificate from “Kings Global Career Academy”
 
TEST
No
 
LEARNING AIDS
Yes
 
COURSE MATERIAL
Hard & Soft Copies of Study Material
 
LANGUAGE OF INSTRUCTION
English
 
INSTRUCTOR HELPLINE
Yes
1. Email
2. Social Media (For Emergency requirements)
 
REGISTRATION REQUIREMENTS
1. Passport Copy
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
 
MODE OF PAYMENT
Cash / Cheque / Credit Card / Bank Transfer.
 
TARGET AUDIENCE
Open for everyone
 
COURSE BENEFITS
You will learn how to identify those key areas that will improve your ability to get it the right first time and practice methods that will help you to prepare an effective written response to complaints. Gain, also, the necessary knowledge and skills you require to create clear, structured responses. Find out how using the right tone of language and encouraging dialogue will aid resolution rates.
 
COURSE CONTENTS
 
  • Establishing an effective Complaints Response Mechanism
  • Introduction
  • What is a Complaints Response Mechanism? 
 
  • Who is responsible for the mechanism?
  • The benefits of feedback and complaints
  • What makes it ‘effective’?
 
Key principles underpinning complaints handling
 
Key steps in developing a complaints response mechanism
 
Examples of complaints mechanisms in communities
 
Examples of information sharing
 
Box 4: Possible need for medical referral
 
Investigation Guidelines
Introduction 
Definition of ‘investigation’ 
 
Core principles for investigations 
 
Planning for an investigation
 
Establishing an investigation file
The investigation team
 
Qualifications of investigations manager 
Qualifications and skills of investigators 
ACT advise to members on SEA investigation 
 
2.4.1 Roles and Responsibilities 
 
Addressing external queries 
 
  • Identifying and minimising Risks 
  • Legal considerations
  • Determining the allegations to be investigated
  • Who to interview, where, and in what sequence? 
 
Conducting an investigation
 
Investigator’s key role 
 
Use of Medical Evidence
 
Rights and obligations of witnesses
 
Presence of a ‘third party’
 
Preparing for interviews 
 
Interviewing Ground Rules 
 
Tips for investigators 
Reporting findings and follow up
 
Investigation report
 
Deciding on disciplinary measures
 
Appeal process
Taking on and follow-up
 
ACT Complaints Handling and Investigation Guidelines, 12 July 2010
  • Emergency Check List: HAP Standard 
  • Checkpoints for managers 
  • Flow chart of ACT Complaints Handling & Investigation Process
  • Key components of an Investigations Team 
  • Sample Oath of Confidentiality 
  • Role and Responsibilities of the Investigation Team
  • The four stages of interviewing 
  • How to write an investigation report
  • Definition of Key Terms