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Complaint Investigation Course

Course Aim


This training is to enhance the knowledge, skills and competence of the participant in complaint investigation and management to comply with best evidence practice.


Course Objectives

At the end of the one-day training, the participant will be able to:



Who can benefit from this training?


Anyone who needs to investigate customer complaint and identify root cause to prevent recurrence.


Training Methods


This training course takes a blended learning approach and the learning methods reflect all four learning styles: Reflector, Pragmatist, Theorist and Activist.  There will be interactive learning exercises, quiz, presentations, individual and group-work, case study, facilitation, and discussions.

Duration and Time One day 9.30am - 4.30pm


Course Content


Organisation and customer context

Concepts and themes

Overview of customer feedback and complaint

Investigator’s Role at different stages of complaint

Root Cause Analysis Investigation

Complaint Management

Summary and action planning

Course evaluation

Course Attendance Certificate

Contact us to book as an in-house training