Root Cause Analysis

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Have you ever wondered how much your organisation could be saving if recurring complaints were prevented?  Do you feel that sometimes you are merely providing a Band-Aid solution and not dealing with the underlying root causes?

Customer complaints can wreak havoc across the entire organisation and can negatively impact executive time. With responses to complaints requiring collaboration and information sharing between departments, the leading organisations are now introducing highly collaborative strategies for preventing complaints.

Root Cause Analysis will assist you to identify the real reasons behind problems and complaints. Once identified, there are huge savings to be made from preventing systemic and recurring issues from arising again.

Learning Outcomes

Participants will learn how to:

  • Get to the bottom of what is causing complaints
  • Prevent recurring, significant problems/complaints
  • Reduce the costs of dealing with complaints and claims
  • Improve customer satisfaction
  • Enhance the reputation of your organisation
  • Collaborate in teams and create a positive corporate culture
  • Make service and product improvements that stick

Who Should Attend

Ideal for complaints managers, customer service managers, consumer affairs professionals, and anyone spending valuable time trying to resolve or respond to recurring complaints.


Nicole Cullen BA, LLB, Cullaborate
Nicole is an expert in Root Cause Analysis. She has a solid reputation as a trainer and facilitator in Root Cause Analysis, developed over many years of practice in this field. Drawing on decades of experience in complaints handling and conflict resolution, Nicole’s facilitation style is inclusive and interactive and these sessions are fun and engaging for teams.



Members (three or more SOCAP members from one company) $627 per person.
Members $697 per person
Non-member $808 per person

Register online or call us on (02) 8095 6426