Experts from Across Canada Share Complaint Tracking Best Practices – Day 4
1:30-2:15 - Minding Your Own Business: Implementing a Privacy Complaint Process
Trish Lindsay, Manager, eBusiness Strategy and Privacy, Xerox Canada
Complaints that reach the Privacy Commissioners’ offices can have significant costs. The costs include the investigation, the customer settlement, litigation and the potentially huge investment required to comply with Commissioners’ findings and orders. This case study presentation will provide an understanding of the risks involved in a privacy complaint, as well as reviewing Xerox Canada’s complaint mitigation strategy and how they have managed privacy-related complaints.
- Strategies to minimize the number of privacy-related complaints
- Resolution strategies to avoid complaint escalation to the Commissioners’ offices
- Best-practices in training call-centre employees
2:15-3:00 - Handling Complaints To Build Loyalty
Christine Pigeon, Co-ordinator, Challenge Zone, Agents of Change Initiative, Ontario Science Centre
A merely satisfied customer does not necessarily translate to a loyal one. Recent studies have shown that a totally satisfied customer is dramatically more likely to do repeat business with your organization than a just satisfied one. Customers who complain offer your organization a chance to not only remedy the situation, but also vastly improve the client-business relationship and foster greater loyalty to your organization. This session will highlight:
- Remaining receptive to complaints at all levels of the organization
- Developing strategies for communicating with customers
- Determining what metrics can be used to effectively analyze customer feedback
- Increasing brand value along with customer loyalty
3:30-4:15 - Best Practices For The Ombudsman Process
Doug Melville, Senior Deputy Ombudsman, Banking Services, Ombudsman for Banking Services and Investments (OBSI)
The ombudsman process has a successful history of over 10 years in Canadian financial institutions, 15 years at Canadian universities and over 30 years in many provinces. In every sector, independent bodies play an integral role in resolving complaints through increased communication and recommendations (note: while OBSI currently works on a recommendation model, that is not true for many/most other Ombud schemes) that address the needs of the client in a way that the organization’s front line staff sometimes does not or cannot. This session will include discussion of:
- The role of the ombudsman (internal and external)
- Complaint and dispute resolution methods that emphasize dialogue (given we get involved at the end of a long, often protracted dispute process, there is often little dialogue between the parties...OBSI is in dialogue with each party but not always promoting discussion between them...our early resolution process seeks to facilitate a settlement where possible! But our investigations tend to be more inquisitive in style.)
- Recent changes to the process
- Complaint management experiences and lessons from the financial sector with potential application in other sectors
4:15-5:00 - Managing Customer Complaints to Improve your Bottom Line Results
Ray Gerard, President, Customer Expressions
How much of the volume being handled by your customer service team can be attributed to problems with common root causes. This discussion delves into ways of assessing the underlying causes of customer complaints in order to improve your bottom line
- Customer complaint monitoring and tracking
- Complaint analysis and assessment
- Identifying service failure points
- Turning complaints into service improvement opportunities
- The service recovery process
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
