Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Helen Fong
Acting Director of Complaints Office of the Inspector-General and Taxation OmbudsmanInteractive Workshops: Monday, 11th November 2019
9:30 AM Uplifting Employee Engagement and Service Capabilities to Drive Fair Resolution Outcomes and Manage Unrealistic Consumer Expectations and Behaviour
In the age of heightened customer expectations, organisations are challenged with driving fair customer outcomes whilst managing unrealistic expectations. Hence setting realistic customer expectations is ever important to managing customer dissatisfaction and complaints management outcomes.
In this workshop, leading directors of the Office of the Inspector-General and Taxation Ombudsman share their unique experiences and lessons on managing customer complaints whilst managing challenges of being heavily regulated. Specifically, they discuss how to model customer behavior and align customer expectation to realistic service performance
Key Takeaways:
- Management and assessment of unintended outcomes through transparent communication and aligning customer expectation to realistic service performance
- Supporting staff behavior to uplift customer trust, confidence and complaints resolution outcomes
- Building complaints management capabilities, through decision tree, role-plays and scripting, to manage customer behavior and safeguard health and wellbeing of complaints resolution staff
- Uplift employee engagement and empower them to drive fair resolution outcomes and customer satisfaction
Confirmed Facilitators:
Conference Day One: Tuesday, 12th November 2019
11:30 AM Office of the Inspector-General and Taxation Ombudsman Case Study: Adapting Customer Engagement Models and Processes to Increase Complaints Resolution Outcomes
In the age of heightened customer expectations and diverse needs, organisations need to revise customer engagement models. In this session, leading directors from the Office of the Inspector-General and Taxation Ombudsman (IGTO) share their strategies on improving complaints resolution capabilities. Specifically, Duy shares how he is identifying systemic issues and customer needs through holistic engagement strategies, whilst Helen shares her experience in aligning feedback and complaints to systems improvement.
Key Themes:
- How IGTO is leveraging its social media strategy to engage diverse communities and gain holistic feedback
- Improving communication capabilities and customer engagement, through empathy and journey mapping, to ensure fair resolution outcomes and customer satisfaction
- Driving continuous improvement in complaints system through modernizing procedures, such as integrating supportive SMS and tracking features to satisfy heightened customer expectations
Confirmed Speakers:
Check out the incredible speaker line-up to see who will be joining Helen.
Download The Latest Agenda
