Complaints Strategy & Service Improvement for the Public Sector
Melbourne VIC, Australia
Customers have increasingly high expectations of the services they receive. For the public sector, the challenge of how to manage complaints effectively - and use feedback to improve public service performance - is set in the context of private sector customer service response times and the ever-present social media sharing of public dissatisfaction.
This intensive one day masterclass helps public sector service leaders understand what's required to implement an effective complaints strategy, understand customers' motivations for complaining and how to use this information to improve front-line service delivery.
Using best practice examples, published research, discussion exercises and the AS/NZ 10002:2014 Standard for Complaints Management...
The strategic value of complaints to your agency's customer service experience
How to turn feedback and complaints into insights that improve service delivery performance
How to use the AS/NZ 10002:2014 Standard to improve your complaints performance
Roles and responsibilities for complaint management, from your CEO to front-line advisors
How complainant behaviour impacts your people, processes and agency's 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
Why complaints handling differs for the public sector
What your agency's strengths and weaknesses in complaints management are
How to put your skills into practice, using a case study exercise
To create an individual action plan for making improvements in your own organisation.
Who should attend?
This masterclass is ideal for:
Directors, Senior Managers and Strategic Leaders responsible for public sector service delivery
Customer Service Managers, Contact Centre Managers and Team Leaders handling complaints
Business Change Managers responsible for improving customer-facing service performance
Complaints Managers and Team Leaders dealing with complaint cases
Programme and Project Managers involved in customer service business change
Quality Managers and Internal Auditors requiring a deeper understanding of complaints best practice
Attendees will receive an individual workbook to make notes in and keep after the event
Arrival refreshments, morning and afternoon tea and a working style lunch are included
Reference copies of the AS/NZ 10002:2014 Standard will be made available for attendees to borrow during the event
Delegates may purchase a personally licenced print copy of AS/NZ 10002:2014 to keep after the event if desired. Please select this option in the event checkout page.
Feedback from previous attendees
"The workshop was engaging, informative and well run."
"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."
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 working with public and private sector organisations in the UK, Australia and 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 served as Corporate Customer Relations Manager for the UK's largest metropolitcan Authority, Birmingham City Council. He has wider sector experience in Local and Central Government, Financial Services, Insurance and Energy and Utilities. Jason has spoken extensively on complaints management and customer service best practice at international conferences in the UK, Asia-Pacific, Australia and New Zealand.He 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
Event terms and conditions
Registration opens at 8:30am for a 9:00am masterclass start.
Refunds are not permitted for this masterclass once a booking has been made. In the event the masterclass is cancelled by the organiser (for reasons outside our control or due to insufficient registrations), a full refund of event fees paid will be provided. Refunds will be limited to the event fee only.
Participants unable to attend after making payment are welcome to transfer their registration to another person without charge, after notifying the organiser of the new attendee details.
Changes: Price Perrott reserves the right to make changes to the event venue and/or content.
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