Reducing Complaints Through a 5 Whys Root Cause Action Plan

Topic
Business Transformation
Date
23 February 2021
Start Time
12.30pm
End Time
4.30pm AEDT
Venue
Virtual Classroom
Contact Name
SOCAP Australia
Contact Phone
0291678119
Contact Email
socap@socap.org.au
Max. Attendees
20
Who Can Register?
Anyone

Prevent recurring, significant problems/complaints and reduce costs


Recurring complaints often come at a high cost for organisations with direct impact on the bottom line. Identification of the real reason behind the recurrences not only improves customer satisfaction and loyalty but has additional benefits including cost savings through issue prevention, fraud prevention, reduction of compensation claims, penalties and complaint costs. Intangible benefits also include containment of negative PR, protection of the brand and the positive impact on corporate culture. 

Attend this 4-hour interactive workshop to discover how to identify the root cause of what is causing complaints. You will deep dive into the causes of complaints using the 5 Whys technique and develop an action plan to future proof your organisation from the same complaints. Participants will learn from real problems and issues analysed in this hands on style. 

LEARNING OUTCOMES: 

  • Examining the causation and triggers of complaints  
  • Deep dive into the causes of complaints using the 5 Whys technique
  • Preventing recurring and significant issues with cross functional team collaboration 
  • Considering the ROI of effective complaint handling 
  • Increasing customer satisfaction and loyalty with improved brand reputation 
  • Creating a positive corporate culture through team collaboration 
  • How to make service and product improvements that stick 

Price
Members: $449 per person
Non-members: $649 per person

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More dates scheduled for 2021

25 May 2021