How to Handle Public Sector Complaints to Achieve Maximum Customer Satisfaction

Wed 1 February 2017

The Hilton Hotel Waterfront Belfast BT1 3LP

Answers to 12 Thorny Questions: Directly from 7 Customer Service Luminaries

5hrs CPD

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Schedule

  1. Registration and coffee

  2. ​Chairman's Introduction

    How to handle public sector complaints to achieve maximum customer satisfaction

    Chaired By: Mike Bird

    Mike blends public and private sector complaints handling experience as a former Executive Director of Investigations at the Parliamentary and Health Service Ombudsman and Customer Service Director at BT.

  3. ​Learning

    Snazzy statistics and bar graphs aside, how do you truly LEARN from complaints and make a real difference?

    How do you bring people with you and make that all important connection between complaints and improvement?


    Answered by: Paul McFadden, Deputy NIPSO

    Paul led the Scottish Public Sector Ombudsman's Complaints Standards Authority and the complaints functions for the Scottish Police Complaints Commissioner.

  4. ​Quantification

    How do you quantify (1) the real cost benefit of customer feedback and (2) the failure costs, i.e. reputation and increased time spent by not getting things right in the first place?

    What is the smart way to report results and convey messages?

    Answered by: Andrew McMillan, a former John Lewis Director

    Andrew is actively advising local government and the NHS on service re-design and customer experience strategies. He won major awards from Which?, Verdict and Retail Week.

  5. Morning coffee

  6. Responses

    How do you respond to service users who do not want to follow your processes and procedures or accept your outcomes and decisions?

    Which dynamic and practicable approaches can you adopt and use?


    Answered by: Dr Mike Biles, the highly influential former Housing Ombudsman

    Mike was supported by the Secretary of State in extending his role to include not only dispute resolution but also supporting others in the resolution of disputes.

  7. ​Social media

    Social media is a complete minefield and incredibly difficult to moderate and mediate - so how do you handle it in the context of complaints from the public, especially postings critical of staff that have not been investigated or validated?

    Answered by: Mike Bird

    Mike blends public and private sector complaints handling experience as a former Executive Director of Investigations at the Parliamentary and Health Service Ombudsman and Customer Service Director at BT.

  8. Over-run

  9. Lunch

  10. ​Changes

    With staff members under pressure, how do you make sure key changes in procedure stick; so avoiding lax compliance and the question "do we really need to do this"?

    Answered by: Andrew McMillan, his second talk

    Andrew is our best rated speaker ever.

  11. ​Tell-Tale Signs

    How can you tell if a complaint is feedback or going to go toxic?

    What are the tale tell signs that can help you to help solve your customer complaints?

    Answered by: James Walker, CEO of Resolver

    James through his service has registered more than 500,000 complaints on behalf of consumers to more than 30,000 organisations. He writes a weekly column on consumer rights for the Mirror on Sunday and iNews.

  12. ​Reasonable adjustments

    What is expected of you in terms of making reasonable adjustments when handling complaints from people with (1) diagnosed or (2) potential mental health conditions or Autistic Preference Disorders?

    How do you respond to complex clinical matters in a non-clinical setting?

    Answered by: Michael Cruikshanks, Deputy Complaints Manager for NI's Health and Social Care Board

    Michael is hugely experienced having been in position for 8 years. There is no type of complaint he has not dealt with.

  13. Over-run

  14. Close of Conference