- 05 Sep 2021 Online
Duration: 2-week online course | 2 hours per week
Does your organisation encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is ’no’, then you may be missing a significant opportunity to improve your business. Evidence suggests that most complaining customers who have their complaint resolved to their satisfaction are likely to do business with you again!
Since the time Professor Bob Johnson of Warwick Business School, in his 2001-2 ICS Breakthrough Research report “Service Excellence = Reputation = Profit”, and his 2003 research “Delivering Service Excellence; the view from the front-line has clearly demonstrated that what makes excellent service excellent, and poor service poor, is very much about how organisations deal with problems and complaints.
This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. In order to do so, you need to create the right culture, develop an effective complaints handling process and become a learning organisation, accepting that a complaint is a gift of feedback on your performance.
It is our intention to give you an opportunity to understand the benefits of developing a strategic approach to customer complaints management.
Over the course of two weeks, you will be presented with a range of learning experiences including presentations, case studies and exercises together with post programme support to help you implement a complaints management system in your organisation.
Who Should Attend
This course will benefit customer service directors and managers; customer experience directors and managers; and all employees involved in customer service and relations or those who have an interest in developing an effective complaints management system.
Benefits of Attending
- Explain the rise of consumerism, the role of regulators and the evolution of quality standards
- Outline the business case for introducing a complaints management strategy
- Explain the causes of customer dissatisfaction that may lead to customer complaints
- Describe the role of management and front-line employees in the handling of complaints
- Design an effective complaints management system with an implementation plan
Alan Power has extensive experience developing strategies for improving the customer experience. This experience, mostly gained in the finance sector, led the University of Leicester to invite him to join their Quality Excellence faculty where he wrote and delivered a module on Customer Service Measurement for a Masters Degree programme; this course has its origins in that programme.
Alan regards customer service as the key element of a quality strategy – a strategy that seeks to deliver breakthrough improvements for the customer – and he has worked as a quality practitioner for nearly 25 years. He first became aware of the Total Quality movement in 1986, while he was Personnel Director of Mortgage Express, a UK home loans company. It was there that he launched his first quality management programme.
As a result of the success of that programme Alan was invited to set up a new company, TSB Homeloans Ltd., the home loans arm of TSB Bank, a UK retail bank now part of the Lloyds Banking Group. The company was established in Scotland during 1989 and Alan was Managing Director until the merger of TSB Bank plc with Lloyds Bank plc in 1997.
During the period of Alan’s tenure as Managing Director, TSB Homeloans won the following awards:
Prior to taking up his general management role Alan had some 20 years’ experience in senior roles in human resource development. As a result Alan is a highly effective presenter and facilitator. Following the merger of TSB Bank Ltd with Lloyds Bank plc Alan was appointed Head of Quality Management, responsible for establishing and deploying business excellence throughout the organisation.
Pricing excludes 5% VAT, which will be charged where applicable