CCMA Member Workshop - Complaints Management As A CX Differentiator
Date: 25/10/2022
Venue: Dublin City Centre
This "hands on" 5 hour workshop is designed for those who are interested and responsible for the complaints function in their CX organisation. During the workshop there will be practical examples of best practice with lots of opportunity for discussion and learning. The workshop will be delivered by Cormac Murphy of Ennovate Consulting, a thought leader in customer service and CX operations.
As part of the workshop we will be joined by Aaron Hursh, Assistant Vice President of Consumer Complaint Management at Aqua Finance a leading US indirect lendor.
Specific topics to be discussed are:
- Introduction & the Complaints Management Maturity Model
- Why have a separate complaints management function
- Customer Experience reasons
- Efficiency Reasons
- Staff development & centre of expertise
- The workflow of a complaints management unit
- Balancing rapid response with expert response
- Balancing C/X with regulatory compliance
- Staff members “source of work” and managing backlogs
- Structure of a complaint phone call
- Platforming; Credibly positioning as the complaint owner
- Understanding the complaint (not always as it seems)
- Relationship between the complaint unit and the rest of the organisation
- Concluding the complaint; resolution or “completion & signposting
- Complaint handling through non-telephonic channels
- Raising complaints and expectation setting before allocation
- The use of chat and email in complaint handling
- Letters, their value and risks
The workshop will take place from 10 a.m. to 3.00 p.m. and a light lunch will be served.
Cost per delegate is €150 for CCMA members and €200 for non CCMA members. Spaces limited to 15.
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