Customer Service Audit Training

Event: Customer Service Audit Training

Date: September 27-28, 2023

Venue: Virtual via Zoom

Customer service is a key risk for organizations, and poor management of customer service can severely impact the reputation and performance of organizations. Internal audit has a key role to play in providing the board with assurance that this risk is being managed effectively. This workshop will focus on the risks involved in offering good customer service and how Internal Audit functions can plan and conduct reviews of customer service effectively.

Key areas to be covered include:

• Demystifying customer service.
• Customer service recovery.
• The role of social media and advancing technology.
• Managing customer service.
• Customer service risks and responses.
• Governance controls to effectively direct and manage customer service.
• Legislation and regulation surrounding customer service.
• Challenges of Auditing customer services.

This virtual event will be held from September 27-28, 2023 via zoom. Charges are KES 10,000 exclusive of VAT for Members and Non-Members. Members in attendance will earn 14 CPE Hours.

NATIONAL INDUSTRIAL TRAINING AUTHORITY ACCREDITATION:

The Institute of Internal Auditors Kenya is an accredited training provider with the National Industrial Training Authority (NITA). The NITA registration number is NITA/TRN/558(25b). Participants who are registered levy contributors can apply to NITA for reimbursement of their fees. This applies to Kenyan citizens and is subject to NITA regulations. Visit (https://www.nita.go.ke/​ ) for more information.