Delivering an Effective Complaints Handling Strategy
  Only £299 + VAT
 

Top Level Guidance for Complaints Handlers on how to Manage and Learn from Customer Dissatisfaction

Topics for discussion include:

  • Shedding corporate culture to enable more innovative practice
  • Uncovering service expectations: The Ombudsman Perspective
  • Grounds for overriding procedure with common sense solutions
  • Prising open inter-departmental communication channels that work
  • Choking off serial and vexatious complainers before they start
  • Empowering front-line staff to do the job efficiently
  • Admitting mistakes early on and offering proper compensation
  • Translating consumer views into practical improvements
Official Sponsors :
Speakers include:
   

Eleanor Gill
Chief Executive, Consumer Council for Northern Ireland

Phillip Mears
Complaints Consultant, 2002 Complaints Manager of the Year, National Customer Services Award

Tom Frawley
Assembly Ombudsman and Norther Ireland Commissioner for Complaints

Richard Walter
Complaints Manager

 

Jim Murray
Principal Officer, Northern Ireland Housing Executive

Michael Hill
Managing Director, complaintsrgreat Ltd

 
Sponsors:

For more information on our sponsors please go to: www.respond-uk.co.uk

 

 
Tel : 020 7384 6560 Fax : 020 7384 6561

Venue:
The Hilton Belfast, 4 Lanyon Place, Belfast, BT1 3LP

 

Date:
Thursday 29 June 2006
CPD:
This event qualifies for 5.5 CPD hours
Documentation:
If you can't attend please visit our website in August when you will be able to download the conference documentation for FREE
On-Line Presentations:

Cancellation: These must be received in writing before15 June 2006 and will be subject to £100 administration charge (but you will receive the notes). Later cancellations will be liable for the full fee.

   
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