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Investigating complaints professionally and fairly workshop

This full day 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.

You will learn how to identify those key areas that will improve your ability to get it right first time and practice methods that will help you to prepare effective written responses to complaints. You will also gain the knowledge and skills to create clear, structured responses.  Find out how to use the right tone of language and encouraging dialogue to aid resolution rates.  

The workshop will include sessions on:

  • Six steps to resolving complaints
  • Role and responsibilities of complaint handlers
  • Investigation toolkit
  • Use of language
  • Best practice template and reviewing your response.

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