Complaints Insight & Action Workshop

22nd March 2016

Dealing effectively with complaints and problems is one of the biggest differentiators between high performing organisations and the rest.  A new series of complaints-focused workshops from the Institute of Customer Service give you insight, best practices and practical tools to apply in your organisation.  The workshops  will provide you with:

- the latest research from the Institute into customer priorities, showing that staff attitude, competence and complaint handling have become even more important to customers
- a unique cross-sector view of the drivers of complaints and satisfaction with complaint handling, based on new findings from the January 2016 UK Customer Satisfaction Index
- interactive sessions examining complaints’ measurement, the cost of complaints and techniques to improve complaint handling
- practical recommendations and best practice about creating  a culture of ownership and empowerment
- the opportunity to share learning and practice with peers from a range of organisations
- identifying actions and recommendations which you can implement in your organisation to improve complaint handling


Download the agenda here

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