Effective Complaint Management Software & Strategies – Session 1
9:00-9:45 - Building Blocks for an Effective Complaint Management System
Joey Caluori, Vice President, Customer Help Desk, Pratt & Whitney Canada Corporation
Having an effective system for receiving and responding to complaints from clients is a vital part of doing business. Such systems allow for a concrete assessment of whether your organization is meetings its goals and provide insight into how to improve your products and services. This presentation will explore some of the elements that make for an effective complaint-handling process.
- Best practices for building a complaint management system
- Implementing proven policies and produce results
- Keeping your organization accountable
- Linking complaint management to other organizational activities
9:45-10:30 - Why We Should Love Complaints
Terry McCaig, Senior Manager, Client Relations, BMO Financial Group
Complaints are hard to avoid. Your reputation and the relationship you have with your customers are put on the line every time you deal with a complaint. So, what do complaints tell us Do they force you to be your best or are they just an annoyance and a drain on your bottom line This session will look at what companies need to know, understand and do when it comes to managing complaints.
- Understanding why customers complain
- Reasons we should care
- Impact to bottom line
- Building a strategic approach to effective complaint management
11:00-11:45 - Helping Employees Better Handle Complaints & Difficult Customers
Dolly Konzelmann, President, Cutting Edjj Consulting and International Customer Service Association (Toronto Chapter)
Certain individuals may have a knack for diplomacy, but the ability to diffuse difficult situations is not necessarily innate. Training frontline staff to effectively and courteously deal with irate customers can have a tremendous impact on customer relations, employee turnover and your company’s bottom line. This session will examine how to:
- Coach staff on how to handle difficult complaints and customers
- Pinpoint why customers may be disproportionately upset
- Adapt communication styles to connect with each type of customer
- Develop strategies for reducing complaints without compromising service levels
11:45-12:30 - Maximizing First Contact Resolution
Karla Hale, Manager, Customer Contact Centre, Region of Peel
The ability of frontline staff to handle questions, concerns and complaints has a direct relationship on the public’s confidence and trust in an organization. A client’s satisfaction with their first contact with a customer service representative will help to shape the client-organizations relationship. It is important to provide the tools and support to staff to enable a positive experience with the client each and every time. This session will provide you with lessons learned and best practices on how to:
- Coach and empower front-line staff to resolve complaints effectively
- Measure first contact resolution (FCR)
- Act and improve upon processes
- Build relationships with partners that improve the client experience
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
