Implementing an Effective Complaint Handling Process: Real Life Lessons – Session 1
1:30-2:10 - Implementing a Complaint Management Process
Stephanie Cilkov, Customer Relations Manager, Enbridge Gas Distributrion
When it comes to customer dissatisfaction, ignorance is anything but bliss. Thriving businesses know that having an effective system for receiving and responding to client complaints and concerns is a vital part of their success that is neither inconvenient nor too costly. This session will explore factors to be considered when putting together a new complaint management system or revamping a pre-existing one.
- Publicizing the complaint management system
- Identifying the source of the complaint
- Utilizing the knowledge of front-line staff
- Strategies for keeping your organization accountable
2:10-2:50 - Case Study: Transforming Complaints into a Customer-Centred System
Michael Kolbinson, Business Analyst, Customer Services Analysis, Canadian Tire Financial Services
Meeting customer needs means that those needs first be understood. Companies with systems in place to gather client feedback are at an advantage not only in product and service development, but also to effectively gauge customer satisfaction. This session will share the experience of Canadian Tire Financial Services as it has developed its process for transforming customer feedback into a customer-centred system.
- Collecting customer feedback
- Objectives and procedures in developing a customer-centred solution
- Step-by-step process: planning, surveys and review of existing systems
- Implementing a system of continuous improvement
3:00-3:40 - Automating Complaint Management Systems
Kate Johnston, Manager of Customer Service Improvement, Office of the CAO, Regional Municipality of Halton
Organizations spend countless dollars and time in gathering customer information to benchmark, gauge and help develop their system to better address the needs of their customer base. With the change in quality systems and an increased emphasis on continuous improvement, the need for well-established, live complaint management tools can provide an excellent source of information pointing out potential deficiencies in an organization’s internal system. This presentation will detail Halton's approach to complaint management automation and how it is used to address customers’ concerns.
- Overview of Halton's complaint management automation
- Using automation to implement corrective action/preventative action
- Using information to measure service quality
- The feedback loop
3:40-4:20 - Benchmarking the Complaint Management Process
Pierre-Marc Jasmin, President, Services Triad - Montreal
Tracking customer dissatisfaction with your company is a precursor to an efficacious complaint management system. In an interactive setting, participants will learn strategies for benchmarking their complaint resolution cycle from initial reception, properly delegating responsibility to resolution and performance measurement. For this session, participants should come equipped with the challenges they face within their organizations.
- Identifying and handling different levels of complaints
- Establishing facts on the dissatisfaction process leading to a complaint
- Determining what you should benchmark in your complaint resolution process
- Evaluating efficiency of the activities of the CSR complaint handling
- Measuring the effectiveness of the complaint management process
4:20-5:00 - Implementing Non-Defensive, Winning Customer Service
Sean Verhoeven, Vice President, Senior Training Consultant, HORN
Even the ‘best in class’ customer service organizations let irate customers get the best of them. It’s difficult not to let our ego get the best of us when dealing with challenging customers. The key is to be able to move beyond ego, and leave behind the tendency to deflect and defend. This presentation will cover:
- How to move Beyond Ego
- Self-Talk-its impact on us and the customer
- What is Agency
- The Irony of Influence
- Why saying ‘I Understand…’ isn’t good enough
Please click here to view conference agenda.
Customer Issue & Complaint Management Conference - Introduction
Customer Issue & Complaint Management Conference - Session 1
Customer Issue & Complaint Management Conference - Session 2
Customer Issue & Complaint Management Conference - Session 3
Customer Issue & Complaint Management Conference - Session 4
Customer Issue & Complaint Management Conference - Workshops
