Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Bernie Wise
Senior Manager – Complaints IDR TAL AustraliaConference Day Two: Wednesday, 13th November 2019
9:50 AM TAL Australia Case Study: Mastering Frontline Dispute Resolution Capabilities to Increase Customer Outcomes and Restore Trust
Amidst the Royal Commission and ASIC’s heightened emphasis on fair and timely dispute resolution outcomes, TAL is demonstrating their commitment to improving customer outcomes and effective complaints resolution. In this session, Bernie shares how she is leveraging best practices to uplift IDR outcomes at TAL through effective training programs and fostering a customer centric mentality. Moreover, she shares insights on driving fair and reasonable outcomes through embedding the customer advocate mindset from the initial dispute handling stage.
Key Themes:
- Understanding the consequences and costs of ineffective resolution outcomes on the business and its customers
- Upskilling frontline complaints resolution capabilities to identify root causes and underlying customer pain points more efficiently
- Developing systems and processes toward customer centricity to improve fairness, transparency and speed of resolution and remediation
Confirmed Speaker:
Check out the incredible speaker line-up to see who will be joining Bernie.
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