Customer Complaint Handling Case Studies By World Leaders – Session 3
9:00-9:45 - Case Study: Measuring Customer Satisfaction
Luisa Armstrong, Director, Customer Services, Technical Standards & Safety Authority
How are organizations measuring customer satisfaction and how does it fit in to their issue and complaint management process What are the characteristics of a satisfied customer and what improvements could be made to the customer service and relationship cycle In the last two years, the TSSA has been continually striving to improve customer satisfaction and through their commissioned research, has established the elements that drive satisfaction. This session will highlight the benefits of evaluating customer satisfaction and discuss how to put measures in place that will positively impact the quality of your service delivery.
- Customer satisfaction is not a mystery
- Defining and measuring customer satisfaction over time
- Identifying the business processes that contribute to customer satisfaction
- Identifying the issues that lead to negative ratings
9:45-10:30 - Managing and Resolving Customer Complaints at Bell Canada
Dione Tomlinson, Executive Resource Associate, Executive Care, Bell Canada
Complaints, quality and customer value are critical components to the organization. This presentation will demonstrate how Bell Canada has implemented best practices in its dealings with both internal and external customers. The session will highlight the methods and systems that Bell employs to provide a unified customer experience, transforming complaints into a customer-centred system and handling complaints to build loyalty.
- Determining and maintaining quality standards
- Registering customer complaints
- Resolving and tracking customer complaints
- Transforming complaints into a customer-centred system
- Handling complaints to build loyalty
11:00-11:45 - Streamlining The Complaint Management Process
Tony Krajewski, Leader, CRM Practice, Deloitte Inc. Toni Nasev, Consulting, Deloitte Inc.
A convoluted complaint process is a surefire way to frustrate and eventually lose customers. Savvy companies are looking for new ways to align their systems to quickly track, respond and learn from client concerns and feedback. This presentation will include how to:
- Streamline response time
- Process and monitor cases
- Train and implement new protocol
- Use new technology to improve the procedure
11:45-12:30 - Training Customer Service Staff to Improve Complaint Management
Nick de Jong, President, Service Minds Inc.
Typically, front-line staff does not like handling complaints. For many, the main reason is that they are cast in the role of "whipping post"; in other words, they are forced to take the brunt of the upset customer’s behaviour but are not provided the tools and training to meaningfully fix the problem or resolve the complaint. This presentation will explore these tools and training and provide advice on how to teach your staff to use them appropriately.
- How to determine if your staff lacks the tools for effective complaint-handling
- What sorts of tools could ease your staff’s complaint handling work
- How do you transfer these tools to your staff, along with the knowledge and motivation that will help them use each tool effectively
- Providing management support for effective complaint handling
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