Introduction
The programme “Handling Fraud and Complex Complaints” develops professional practice in Customer Service. It connects the subject with workplace challenges by examining existing evidence and practices and choosing methods appropriate to the organization and its available resources.
The learning progresses from contract drafting and allocation of obligations and risks to procedure analysis and work simplification, with practical work on fraud prevention, warning sign detection, and integrity protection, customer experience development and complaint handling, professional communication, negotiation, and conflict management. Participants prepare outputs to support workplace application and review the quality and results of implementation.
Learning objectives
- Draft contractual clauses connecting scope, acceptance, payment, and risk allocation in an application related to “Handling Fraud and Complex Complaints”.
- Distinguish suspicious indicators and design a professional response that preserves evidence and confidentiality.
- Design a service journey and complaint response based on customer needs and follow-up evidence.
- Select a communication and negotiation approach that addresses interests and preserves professional relationships.
- Redesign a procedure to reduce delays and rework while maintaining controls.
Learning areas
1. Contract Drafting and Allocation of Obligations and Risks
- Define the contract's purpose, parties, legal capacity, signing authority, and constituent documents, and verify the relevant law and jurisdiction.
- Draft a clear scope, deliverables, acceptance criteria, and delivery schedule, and clarify the relationship between specifications, appendices, and document precedence.
- Review price, payment, change, warranty, and liability terms, connecting obligations to verification methods and evidence that can be retained.
- Define notice, delay, suspension, termination, and dispute resolution mechanisms, checking internal consistency and ensuring clauses do not conflict.
- Prepare a matrix for managing obligations, deadlines, correspondence, and changes, and practice handling a disagreement over scope or acceptance. The application examines a case related to “Handling Fraud and Complex Complaints”.
2. Fraud Prevention, Warning Sign Detection, and Integrity Protection
- Analyze exposure to fraud and conflicts of interest in the process, and distinguish errors, suspicious indicators, and established facts.
- Identify warning signs in transactions, authorities, and data, and design analytical checks that support verification without making accusations.
- Review segregation of duties, approvals, reconciliations, and system permissions, and assess their effectiveness in prevention and detection.
- Define reporting, escalation, evidence preservation, and confidentiality procedures, and review local legal requirements before taking investigative action.
- Prepare a case study covering indicators, additional data required, and a plan for correcting controls and monitoring the response.
3. Customer Experience Development and Complaint Handling
- Define customer groups, expectations, and touchpoints, and map an actual journey including waiting, effort, and information exchange.
- Analyze the voice of the customer, complaints, and feedback, classifying recurring causes and linking them to the process, product, or communication channel.
- Set response, resolution, and escalation standards that consider the problem's impact, staff authority, and message clarity for the customer.
- Simulate a difficult service situation, applying listening, empathy, and fact verification, and offer a feasible solution or alternative.
- Build indicators for resolution time, complaint recurrence, and experience quality, and use results to address root causes and monitor impact.
4. Professional Communication, Negotiation, and Conflict Management
- Analyze the communication objective, audience, context, and sensitivity, and select the channel, message, and timing to support the intended result.
- Practice listening, checking understanding, and questioning, and distinguish facts from interpretations and personal assumptions.
- Identify the parties' interests, limits, alternatives, and comparison criteria, and prepare a list of negotiable points.
- Handle objections and disagreements by reframing the problem, generating alternatives, and documenting agreements.
- Simulate a communication or negotiation situation, assess message clarity and response quality, and plan improvements for subsequent practice.
5. Procedure Analysis and Work Simplification
- Define the procedure's start, end, owner, inputs, and outputs, and collect data on processing time, waiting, and rework.
- Map the actual workflow between roles, identifying approvals, handovers, bottlenecks, and duplicate data entry.
- Analyze the value added by each step and the controls it provides, and propose combining, removing, or running steps in parallel with reasons for the choice.
- Document the improved procedure with clear authorities, forms, timelines, and standards, and review its effects on beneficiaries and delivery teams.
- Test the procedure on a limited case, measure time, errors, and output quality, and document adjustments and the rollout plan.
Practical outputs
- Draft contract clauses, an obligations matrix, and a contract review checklist.
- A matrix of suspicious indicators and controls, and an evidence preservation and escalation checklist.
- A customer journey map, complaint response guide, and service quality cards.
- A communication plan, interests matrix, and actionable negotiation scenario.
- An improved procedure map, service profile, and acceptance criteria for implementation.
Who should attend
- Practitioners, specialists and supervisors whose work relates to the programme subject.
- Managers and teams working in customer service, according to their practical responsibilities.
- Professionals responsible for applying the outputs of “Handling Fraud and Complex Complaints” within their organizations.
Prerequisites
- Working familiarity with the programme field and the ability to discuss a professional case or challenge.
- Confirm the suitability of your experience and any specialist prerequisites with the Union before participation.
Conclusion
The programme “Handling Fraud and Complex Complaints” brings together concepts, case review and a practical application. Participants prepare steps that can be adapted to their responsibilities and organizational resources, with an indicator to follow application and review results after returning to work.
Participation arrangements and any special requests are specified in the confirmation issued by the Union.