Registration and coffee
How to Turn Public Sector Complaints into Service Improvements
Tue 16 October 2018
The Caledonian Club 9 Halkin St London SW1X 7DR
Answers to 15 Thorny Questions: Directly from 8 of the UK's Most Sought After Complaints and Customer Service Luminaries
£249 + VAT
How to Handle Complaints from Persistent and Complicated Service Users
Chaired by: Mike Bird
Mike blends public and private sector complaints-handling experience. He is a former Director of Investigations for the PHSO and Customer Service Director for BT.
Cutting through all the noise, what counts when it comes to the expenditure of your energy and resources, creating realistic targets on a limited budget?
Answered by: Jo Causon of The Institute of Customer Service
Jo gave evidence to the Public Administration Select Committee inquiry into UK complaints handling. She advises public, private and voluntary sector orgs on policy and process.
What are the options for getting buy-in from colleagues, i.e. challenging defensiveness and blame culture, effectively learning from complaints and implementing change?
Answered by: Andrew McMillan
Andrew is a former John Lewis Director, actively advising local government and the NHS on service design. He won major awards from Which?, Verdict and Retail Week.
3rd party complaints
What are the golden rules of managing multi-channel complaints, or those about services being provided through a contract with a third party?
Answered by: Iain Rowan of the University of Sunderland
Iain is a specialist writer for the Quality Code on student complaints and appeals and Secretary to ARC’s Practitioner Group on Student Complaints and Appeals.
What are the pros and cons of "goodwill gestures" or compensation when something has gone wrong, as proactive ways of saving time and heading off escalation?
Answered by: Andy Gent
Andy is renowned nationally for his expertise in complaints investigations. He spent 15 years in Police Professional Standards and 5 as Case Director for the Pensions Regulator.
Drawing on live projects, how do you give your service users a realistic idea - but not negative, defensive or dismissive - of what is, and is not, reasonable and proportionate?
Answerd by: Andrew McMillan
Andrew's second talk. He is our best rated speaker ever.
How does an ombudsman expect you to recognise and differentiate when complaints from people with mental health conditions often present as vexatious?
Answered by: Nick Bennett, Public Services Ombudsman for Wales
Nick investigates all public service complaints in Wales, including NHS, local government and housing. His aim is to improve public service delivery and inform policy.
Close of conference