In this highly interactive training course; you will learn how to implement the tools of Root Cause Analysis (RCA) to identify and rectify issues in your customer service provision. Proof and improve your approach by mapping the complaint journey to get to the root of human factors. You will examine different RCA methodologies to assess causes of service issues; allowing you to generate effective-long lasting solutions for improvement. You will understand how to gather and evaluate reliable evidence and learn how to effect change through clear reporting and messaging with internal and external stakeholders.