Alongside two exclusive conferences focusing on sharing best practice in Customer and Employee Experience, comes a summit on one of the most crucial aspects of modern customer service – complaint handling.
Taking place in London on December 12, Winning With Complaint Handling is a unique one-day event featuring speakers whose dedication to dealing with customer queries has earned them success at the UK Complaint Handling Awards.
Presentations and Q&A sessions will offer insight into the strategies of the firms that turn complaints into a chance to win back and cement customer loyalty.
Held at the Park Plaza Riverbank Hotel in the heart of London, the conference will also be a valuable networking opportunity for attendees.
Speaking at the conference is Founder and CEO of complaint handling software pioneers Resolver, James Walker, whose morning session, titled Keeping Your Most Loyal Customers, will explore the modern customer journey and its relation to ‘loyalty debt’.
Next, Christina Liciaga, of double 2018 UK Complaint Handling Award winners HSBC, will present on the secrets behind her brand’s success, before Sally Ainsworth of Unite Utilities’ Head of Service Recovery discusses the art of Proactive Complaint Handling.
Shine Prakash, the Senior Manager of iCasework will also discuss strategies, while Claire Churchill, Customer Relations manager at Ombudsman Services will help attendees understand what their customers really want when it comes to complaint resolution.
Rosie Bailey, of award winners CitySprint, will chart her firm’s journey towards customer-centricity, while Paul Dowell and Neil Davies of Severn Trent Water will discuss how theIr organisation went Back to Basics when it comes to customers – and earned recognition for doing so.
Representing Henley Business School, Andrew Bryan will offer insight into the mind of the 21st Century customer, and what they expect from businesses, before BT’s Amanda Redhead discusses how complaint handling was completely overhauled within one of the UK’s best-known communication brands.
The Co-Op’s Ben Lyons will offer an overview of the firm’s award-winning contact centre transformation strategy, while expert awards consultant Donna O’Toole will show you what it takes to join award winners at the very top of their game.
Travel giants Thomas Cook successfully delivered a ‘Centre of Excellence’ for complaint handling, and in a presentation, Susan Wilkinson, Head of Customer Relations, will outline the steps taken to implement it.
From New Day, David Land, Head of Service Delivery, will reveal the firm’s hugely successful complaint handling strategies.
Other speakers will include Christina Dolding of Old Mutual Wealth, and Neil Skehel, CEO of conference organisers Awards International.
Successful complaint handling has become the centre of customer experience. Research shows that for every one customer who complains, there are another 26 who say nothing and just leave. So a complaint can be a valuable gift that enables you to improve your business and keep customers happy.
By attending the Winning with Complaint Handling conference you’ll discover cutting edge strategies that are proven to transform businesses through a focus on root-cause analysis and complaint resolution.”