NAME OF THE COURSE |
Certified professional: Customer Complaints Investigation Techniques |
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CERTIFICATION |
Certified professional: Customer Complaints Investigation Techniques |
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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. |
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TRAINING DURATION |
Total Training Hours : 10-14 Hours |
Training Duration : 2 Days |
Total Training Days : 1-2 Working Days |
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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 |
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CERTIFICATION |
Globally recognized certificate from “Kings Global Career Academy” |
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TEST |
No |
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LEARNING AIDS |
Yes |
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COURSE MATERIAL |
Hard & Soft Copies of Study Material |
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LANGUAGE OF INSTRUCTION |
English |
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INSTRUCTOR HELPLINE |
Yes |
1. Email |
2. Social Media (For Emergency requirements) |
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REGISTRATION REQUIREMENTS |
1. Passport Copy |
2. Curriculum Vitae |
3. Passport size photographs |
4. Course Fee |
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MODE OF PAYMENT |
Cash / Cheque / Credit Card / Bank Transfer. |
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TARGET AUDIENCE |
Open for everyone |
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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. |
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COURSE CONTENTS |
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- Establishing an effective Complaints Response Mechanism
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- What is a Complaints Response Mechanism?
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- Who is responsible for the mechanism?
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- The benefits of feedback and complaints
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- What makes it ‘effective’?
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Key principles underpinning complaints handling |
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Key steps in developing a complaints response mechanism |
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Examples of complaints mechanisms in communities |
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Examples of information sharing |
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Box 4: Possible need for medical referral |
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Investigation Guidelines |
Introduction |
Definition of ‘investigation’ |
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Core principles for investigations |
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Planning for an investigation |
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Establishing an investigation file |
The investigation team |
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Qualifications of investigations manager |
Qualifications and skills of investigators |
ACT advise to members on SEA investigation |
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2.4.1 Roles and Responsibilities |
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Addressing external queries |
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- Identifying and minimising Risks
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- Determining the allegations to be investigated
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- Who to interview, where, and in what sequence?
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Conducting an investigation |
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Investigator’s key role |
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Use of Medical Evidence |
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Rights and obligations of witnesses |
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Presence of a ‘third party’ |
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Preparing for interviews |
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Interviewing Ground Rules |
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Tips for investigators |
Reporting findings and follow up |
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Investigation report |
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Deciding on disciplinary measures |
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Appeal process |
Taking on and follow-up |
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ACT Complaints Handling and Investigation Guidelines, 12 July 2010 |
- Emergency Check List: HAP Standard
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- Flow chart of ACT Complaints Handling & Investigation Process
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- Key components of an Investigations Team
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- Sample Oath of Confidentiality
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- Role and Responsibilities of the Investigation Team
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- The four stages of interviewing
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- How to write an investigation report
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