0930
Coffee and registration
1000
Chairman's Introduction:
Can you ever be 100% sure you know what your customer wants?
Anne Seex
Local Government Ombudsman
1005
Obstacle 1
Definition of term 'Complaint'’
If one person’s complaint is another person’s feedback, is it possible for there to be a cut and dried definition of a complaint? Without this definition, how can you (1) categorize complaints statistics, (2) categorize and learn from complaints and (3) decide when a complaint is to be treated as a dispute?
Deborah Evans
Chief Executive, Legal Complaints Service
1045
Obstacle 2
Joint Responsibility
Multi-agency disputes hinder systems and get in the way of service improvements. How do you create a common purpose and sense of responsibility among multi-agency professionals?
Kathryn Hudson
Deputy Parliamentary and Health Services Ombudsman
1125
Morning coffee
1140
Obstacle 3
Staff Behaviour
Service managers may perceive complaints as being personal and non –constructive and try to distance themselves from the issues at stake
or push responsibility onto other departments. Which practices will |
Format for the day:
The programme has been devised with the help and feedback from over 200 leading complaints practitioners across the UK. One of the regulators will give a focused 20-minutes presentation followed by a full 20-minute discussion with all panel members and audience. |
guarantee a turn-round in perception and result in ownership, accountability and service improvement?
Rafael Runco
Deputy Housing Ombudsman
1220
Obstacle 4
Minority Input
Whether because of language, culture or education, particular community groups are seldom heard. Which tried, tested and verified actions can you take to reverse this situation, draw in these groups and give them a better service?
David Knight
Director of Casework and Customer Services, Independent Police Complaints Commission
1300
Lunch
1400
Obstacle 5
Problem Solving and Service Improvement
To what extent should complaints handling be about "problem solving" rather than the "processing of complaints"? Will the introduction of problem solvers such as "service champions", internal "ombudsmen" and mediators contribute to service improvement and in what time frame?
Mike Reddy
Consultant, Syndicus
Formerly Chief Executive of The Office of the Independent Adjudicator for Higher Education
proudy sponsored by:
|
1440
Obstacle 6
Consumer Surveys
How can you know for a fact that your complaints process is working when satisfaction surveys about complaints handling rarely tell the whole story – unless the customers got the answers they wanted?
Carole Auchterlonie
Director of Outcomes and Learning The Parliamentary and Health Ombudsman
1520
Obstacle 7
Serial and Vexatious
In the public sector, because we owe all our customers a duty of care, you can not give short shrift to serial complainants. When precisely does your duty come to an end, meaning you can close your file, turn-off your email and stop taking calls?
Ronnie Hill
Care Commission
1600
Afternoon Tea
1615
Close of conference
Your Panel
Robert Della Salla
Head of Customer Services London Borough of Hounslow
Karen Mayo
Quality Assurance and Improvement Adviser (Representations and Complaints) Borough of Poole
BOOK NOW!
Prices up to
60%
less than
other conference companies |
|