Auditing and Governance Risk and Compliance

Auditing Customer Service Operations

Customer service functions handle complaints, refunds, contracts and sensitive data, creating operational and conduct risks. This course covers auditing customer service: service level and quality controls, complaint handling, refunds and credits, data protection, contact centre performance data and customer outcomes.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

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Why attend

From knowledge to real-world impact.

Customer service failures harm customers and reputation. You will learn how to audit these operations effectively.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Process walkthroughs, audit programme design, sample testing exercises and case studies.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Understand customer service risks and controls
Audit complaint handling processes
Test refunds, credits and compensation
Review data protection in customer service
Validate service and quality metrics
Assess customer outcomes and conduct risks

Target audience

Who should attend.

This course is suitable for:

Internal auditors
Quality assurance managers
Compliance officers
Customer service managers
Risk managers

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Process auditing
Complaint review
Transaction testing
Metric validation
Conduct assessment

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1Customer Service Risks

09:00–10:08Operations overview
10:08–11:00Key risks
11:00–11:30Coffee break
11:30–11:45Key risks (continued)
11:45–12:53Regulation
12:53–14:00Exercise

Day 2Complaints

09:00–10:08Complaint processes
10:08–11:00Root cause analysis
11:00–11:30Coffee break
11:30–11:45Root cause analysis (continued)
11:45–12:53Testing
12:53–14:00Workshop

Day 3Refunds and Credits

09:00–10:08Authority limits
10:08–11:00Fraud risks
11:00–11:30Coffee break
11:30–11:45Fraud risks (continued)
11:45–12:53Sample testing
12:53–14:00Exercise

Day 4Data and Metrics

09:00–10:08Data protection
10:08–11:00Service metrics validation
11:00–11:30Coffee break
11:30–11:45Service metrics validation (continued)
11:45–12:53Quality monitoring
12:53–14:00Case study

Day 5Customer Outcomes

09:00–10:08Conduct risk
10:08–11:00Reporting
11:00–11:30Coffee break
11:30–11:45Reporting (continued)
11:45–12:53Recommendations
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon UK certificate of attendance. Smart Horizon UK programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

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