Minimising Resolution Time through Effective Investigation Techniques

In this new one-day workshop learn proven strategies and techniques to help navigate the complaint management process to arrive at a fair and impartial conclusion. Apply a complaint management workflow, including assessment and deciding on a response for timely and effective resolutions which acknowledge the needs of all the stakeholders in the complaint.

Learning Outcomes

This workshop will cover:

  • How to apply a complaint management workflow, including assessment and deciding on a response
  • Distinguishing between an Assessment and an Investigation
  • Considerations for responding with an Investigation
  • Interviewing skills and techniques
  • A process for planning, conducting and reporting on a basic Investigation

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Who Should AttendProgram Theme 

Advanced
This program is designed for Advanced participants who
have senior experience in customer experience, consumer
care and complaints management roles, who are looking
to transform their organisation with new thinking and
strategic approaches to consumer management.

Participants with Intermediate skills are also advised to
attend to extend their professional skills and responsibilities.


Customer Service Excellence

certification-40

Price

Members (three or more from one company) $627 per person.
Members $697 per person
Non-member $808 per person
Can’t make the dates, no problem, we can come to you

Our training courses and workshops are available to be conducted in-house, on your site, at a date that is convenient for your entire team. Call us on 02 8095 6426 or email socap@socap.org.au