Global Learning for Operational Leaders
Introduction
Course overview
Customer service and complaints handling directly affect customer loyalty, reputation and, in many sectors, regulatory compliance. Complaints are also a valuable source of information about failing products, processes and controls. Yet these areas are often audited less often than financial processes, leaving significant risks and opportunities unexamined.
This Auditing Customer Service and Complaints Processes training course gives auditors a structured approach to reviewing how organisations serve customers and resolve their complaints. Participants learn how to assess service standards, channels and performance measures, evaluate complaints recording, investigation, resolution and redress, and test fair treatment of customers.
The course also shows how complaint data and customer feedback can be analysed to identify root causes and systemic issues that management should address.