Workshop Host/Venue:

Perth, City of Melville, Civic Centre, 10 Almonbury Road, BOORAGOON, WA

Workshop Date & Time:

Thursday 4th December, 2008
8.50AM– 4.45PM

Speakers:

2 Case Studies of Very Good Practice

SOUTH EAST WATER LTD
MEDIBANK

Also an Industry Perspective from the Telecommunications Industry Ombudsman (TIO) & a guest speaker from EWOV (Energy and Water Ombudsman Victoria)

Opening presentation from Customer Service Benchmarking Australia (CSBA).

SHARING OF PRACTICES, EXPERIENCES AND IDEAS BETWEEN PARTICIPANTS.

LESSONS LEARNED AND ACTIONS YOU CAN TAKE - practical solutions and way forward regarding YOUR issues and needs.

Benchmarking Code of Conduct protects confidentiality & privacy.

Learn from practical case studies of excellence & experienced practitioners in Complaint Management

How do leading organisations:

Understand what really matters to complaining customers
Align and measure KPI’s that matter to customers
Convert unhappy customers to satisfied customers and ensure that they recommend other customers to buy/work with you
Handle complaints in a timely and effective manner through efficient processes including analysis and prioritisation within a supporting culture geared to meet and exceed customer expectations
Understand and facilitate customer feedback processes to ensure unhappy customers not voicing a complaint are aware of how to do so
Manage and forecast customer issues/needs and expectations before they become a complaint
Provide transparent, clear and helpful customer feedback processes to ensure the customer felt their issue/complaint was heard & listened to, the right people were involved, clear expectations of time to solve communicated, handled efficiently, and outcomes where not resolved in the customers favor- resolved to satisfy the customer in other ways

Through workshopping and group discussion, learn how to get effective Complaint Management to work in your organisation

Benefits:

Learn from and network with guest speakers and other participants in an action packed day - Harvesting BEST PRACTICES and 'Think-tank' discussion
Participate in facilitated discussion about strengths of leading
A comprehensive workshop manual is issued for all delegates
Receive Memory Jogger Notes of the day's proceedings
Delegate and speaker contact list provided
Share the lessons learned, and experience through benchmarking knowledge exchange
Learn about what you didn’t know you needed to know as well as what you need to know
Our Benchmarking Code of Conduct protects confidentiality and privacy

PROGRAM - Thursday 4 December Perth

8.50am	Registration - arrival coffee / tea

9.00am	Welcome, Introductions, Program – identification of YOUR LEARNING NEEDS – Anton Benc, Facilitator, Benchmarking Partnerships and Paul van Veenendaal, General Manager Customer Service Benchmarking Australia (CSBA).

9.30am	Complaint Management- What Really Matters and Actions to Consider for your Organisation. Robyn Reilly, Associate, Customer Service Benchmarking Australia (CSBA). Robyn is one of the most respected leaders in the Australian Contact Centre Industry and has over 25 years experience in operational and executive contact centre and customer service management. She has led over 40 centres right across Australia, delivering Sales, Customer Service and Directory Assistance. This presentation provides a brief description of current complaint management processes (what is being measured) and ideal complaint management processes (what should be measured). Complaints are costly but ignoring them ends up costing more.

10.00am	Case Study: Building Better Relationships with Customers at South East Water. SOUTH EAST WATER LTD, Wayne McGlone, Manager Customer Accounts. South East Water is one of Melbourne’s three metropolitan retail water businesses and continues to be one of the lowest cost providers of water and sewerage services in the country servicing 1.3 million customers. In 2001 South East Water became the first water utility in Australia to win an Australian Quality Award for Business Excellence and had subsequently won the Award Gold recognition in 2000. In an industry where customers can refer their issues/complaints to the independent Ombudsman, South East Water has introduced a number of practices to proactively gain customer views, handle the difficult issues and resolve their customer’s concerns. In this case study South East Water will share their learning’s and practices that have been successful in the management of complaints.

11.00am	Morning coffee

11.30am	Workshopping Handy Hints – facilitated by Anton Benc, Benchmarking Partnerships - Workshop Groups of participants & speakers address: what ideas came from the presentations? what ideas are we looking to promote in the future? where are the options / opportunities for you to take action?

12.00pm	Industry Perspective – Telecommunications Industry Ombudsman (TIO). TIO CEO, Ms Deirdre O’Donnell In the session Deirdre discusses the issues in Complaint management from an Industry perspective and reveals the TIO's concerns for complaint management within the telecommunications industry. The TIO is a free and independent alternative dispute resolution scheme for small business and residential consumers in Australia with unresolved complaints about their telephone or internet provider. Complaint handling, billing and contracts were some of the leading causes of complaint to the TIO in the year to June 2007. Complaints to the TIO increased by 16.9% to 102,463 over the previous year. Complaint handling was a new category of complaint issue for the TIO's reports this year and included issues that had previously been included in the customer service category. There were large numbers of complaint handling issues across landline, mobile and internet providers and included matters such as the failure to escalate a call to a supervisor, failure to action an undertaking, or the failure to advise a customer of their right to take an unresolved complaint to the TIO.

12.45pm	Lunch and networking

1.30pm	What really matters to those who work to mend the complaint rift between customer and organisation Janine Young, Deputy Ombudsman, EWOV (Energy and Water Ombudsman Victoria). Janine discusses the range of complaint handling processes EWOV manage and the subsequent trends in complaint handling over the last 10 years within the Energy and Water industries. The key focus here will be on measuring what is important, knowing why customers complain, and focusing on resolving the compliant AND identifying and fixing the process. For those who work to mend the rift between the customer and the organization, Janine offers some advice for a smoother complaint handling process, while recognizing the importance of staff training and open communication between scheme participants and EWOV. Janine is responsible for the overall success and effectiveness of the Conciliation area, as well as quality assurance, information technology, and learning and development. EWOV opened in May 1996 to receive, investigate and facilitate the resolution of complaints between consumers of electricity, gas and water services in Victoria and their providers, in accordance with the National Benchmarks for Industry-Based Customer Dispute Resolution Schemes. To 31 December 2006, EWOV has handled some 106,000 cases for both residential and business customers.

2.15pm	Case Study: The role of complaints in process improvements. MEDIBANK, Grant Stockwell, Solutions Delivery Manager Medibank is Australia’s leading health insurer, covering over 3 million people, representing approximately 30% of Australia’s private health insurance market. Medibank is committed to providing its members with great products and excellent customer service experiences, promising to be courteous, professional and prompt. As part of this Medibank uses customer feedback to continuously improve its processes, including the complaint handling process itself. During this session Grant shares the Complaint Handling experiences of Medibank, including the signs of “complaint health”, for example, in terms of the types of non-financial information that act as a predictor of a company’s overall health in the Complaint Management realm.

3.15pm	Workshopping Handy Hints – facilitated by Anton Benc, Benchmarking Partnerships - Workshop Groups of participants & speakers address: what ideas came from the presentations? what ideas are coming from other workshop participants? where are the options / opportunities for you to take action?

3.45pm	Afternoon tea

4.00pm	FACILITATED workshop on PRACTICAL SOLUTIONS and the WAY FORWARD regarding YOUR ISSUES and delegate GOOD PRACTICES in Complaint Management facilitated by –Anton Benc & Paul van Veenendaal. You will learn from the experts and other workshop participants in this “how to” discussion and networking session.

5.00pm	Close.
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Registration Form

Workshop topic: Complaint Management – Perth
Workshop date: Thursday 4th December 2008

Please fill out the form below to register for the Workshop, or, alternatively
FAX TO: Anton Benc (03) 5968 9762
Phone: 0409 145 033

Investment per person: $745 (includes GST). 5% discount for the 2nd person, 10% for the 3rd person, 15% for the 4th person & 20% for the 5th & subsequent persons who register together at the same time from the same organisation for this workshop. (Just write any additional names and roles in the space at the bottom of this form). Additional credit card charges of 3% for Visa, Mastercard and Bankcard, and 5% for AMEX and Diners will be passed on to you. Invoice / receipt will be issued on registration.

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Cancellations must be received in writing. Full refund for 14 days prior to event. 50% refund for between 7-14 days prior. No refund for less than 7 days prior. * * Accommodation, travel, etc not included. Lunch, morning and afternoon teas included. Please notify us if you have specific dietary requirements.

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