Organisations often struggle to effectively address customer issues, resulting in increased frustration and dissatisfaction. To improve customer experience, organisations must delve deeper into the root causes of complaints.
Our Customer Service Root Cause Analysis Workshop provides practical strategies to proactively identify underlying issues, implement corrective actions, and ultimately reduce complaints. By focusing on prevention rather than simply reacting to problems, organisations can enhance efficiency, productivity, and customer satisfaction.
Apply the full learning experience into your organisation with tailored case studies and examples (enquire on availability).
Gain insight with diverse perspectives, sharing best practice and networking opportunities.
Book a place today on the following dates:
The workshop will employ a mix of lectures, discussion groups, and scenario analyses to facilitate a deep understanding and practical application of the material. Participants will receive a workshop kit that includes a selection of key presentation slides, a self-assessment tool, and access to online resources for continued learning.
- The customer landscape: Delve into the customer landscape and the impact that proactively eradicating problems at their source will have on customers.
- How robust are complaints processes: Analyse organisation’s complaint processes and discuss how robust and effective they are at resolving customer complaints.
- Defining root cause analysis: Learn the definition and understand what Root Cause Analysis is and the benefits organisations can achieve by utilising it to resolve issues at their source.
- A five-step framework: Discover a 5-step framework for using root cause analysis.
- Tools and techniques for Root Cause Analysis: Utilise different tools and techniques that can be used throughout a root cause analysis to help discover the root case of a customers complaint more effectively
- Influencing and implementing corrective change: Learn how to influence and implement corrective change uncovered from the root cause analysis to prevent problems from re-occurring
- Importance of empowerment: Discover the importance of empowering employees to escalate processes and report issues to senior management before they become larger issues
“5 star, would definitely benefit the rest of the company that may lack in some areas of customer service.”
“Useful and enjoyable course, necessary for every organisation. Leo was an excellent trainer.”
“It’s been great taking time out and implementing new service plans.”
“Any organisation wanting to enhance the service they offer and improve customer satisfaction should definitely consider enrolling their staff on this course.”
“I found the sessions informative, well-balanced, and thought-provoking.”
“Brilliant course, would recommend to colleagues looking to enhance their customer service skills.”
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our Academy workshops are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
