Complaints Improvement Masterclass
Central London, London WC2N 5DU, UK
The way your organisation manages customer complaints is a make-or-break factor for business success. The consequences of poor complaint management can lead to increased dissatisfaction, poor customer experiences and - in today's world of social media - very public negative word of mouth.
This intensive one day masterclass will equip you with the knowledge and tools needed to transform your organisation's strategy, performance and processes in complaint management.
The strategic value of complaints to your organisation's customer service experience
How to turn feedback and complaints into insights that improve your performance
How to use the International Standard, ISO 10002 to improve your complaints performance
Roles and responsibilities for complaint management, from your CEO to front-line service advisors
How complainant behaviour impacts your people, processes and organisation reputation
Successful techniques for turning customer feedback into business change improvement
What's required in a quality complaint response and how this affects your customers' satisfaction
The 9 steps of a best practice complaints management process
How complaints handling differs in the public sector
How to put your skills into practice with case study practical exercises
To create an individual action plan for your organisation.
Who should attend?
This masterclass is ideal for public and private sector:
Directors, senior managers and executives responsible for customer service or complaints
Heads of department, customer service managers, contact centre managers and team leaders
Business change managers responsible for improving customer-facing services
Complaints managers and team leaders looking to improve performance
Programme and project managers working in customer service improvement
Quality managers and auditors who want to gain a deeper understanding of complaints standards
Attendees will receive an individual workbook to make notes in and keep after the event.
Arrival refreshments, morning and afternoon tea and lunch are included.
Reference copies of the International Standard used for discussion exercises (AS/NZ 10002:2014) will be made available for attendees to borrow during the event.
Feedback from previous attendees
"The content was engaging and valid for those who manage customer complaints."
"Was a great course, very happy I attended."
"The workshop was informative and made me reflect on my own complaint handling as well as my team's complaint handling. Jason gave great insight into the Standard for complaint handling as well as techniques to use when communicating with complainants.
A really informative, engaging session. Good mix of how the content was delivered and participants felt encouraged to take part and comment. It is clear that Jason is well informed and passionate about what he does."
"The workshop was engaging, informative and well run."
87% of previous attendees rated their satisfaction with the event as good or excellent. 97% agreed or strongly agreed that it was informative, presented in a clear and engaging way, participative and relevant to their needs.
About your masterclass leader
Jason has over 20 years experience as an operational senior manager and management consultant with public and private sector organisations in the UK, as well as in New Zealand. He specialises in improving performance in customer service, complaints management and contact centre operations with a national and international client base.Jason's sector experience includes Local and Central Government, Financial Services, Insurance and Energy and Utilities sectors. He has spoken extensively on complaints management and customer service best practice at international conferences in the UK, Asia-Pacific, Australia and New Zealand.Jason holds a Ph. D in Artificial Intelligence (Genetic Algorithms), and has professional accreditations including:
Certified Management Consultant (CMC)
MSP Programme Management Advanced Practitioner
PRINCE2 and APMP Practitioner
ISO 9001 Lead Auditor
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