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Edexcel how to build a complaints management culture


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Edexcel's presentation at the Institute of Customer Service's forum on complaints management,

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Edexcel how to build a complaints management culture

  1. 1. Who Complains? Teacher Student Head of Department Examination Officer Employer BTEC Quality Nominee Training Provider Assessment Associate
  2. 2. Complaints Model <ul><li>Distributed across the organisation with a centralised monitoring, tracking and support </li></ul><ul><li>A new process was launched in May 2009, currently refining this process to make it work better </li></ul><ul><li>Our ethos is to talk to customers rather than just replying to letters and emails </li></ul>
  3. 3. How we are changing <ul><li>Culture </li></ul><ul><ul><li>Raise awareness of the importance of effective complaints resolution with the end results being a happy customer </li></ul></ul><ul><ul><li>Change the internal perception that a complaint is a negative thing </li></ul></ul><ul><ul><li>Remove any blame culture </li></ul></ul><ul><li>Cross Company Training & Support for those dealing with complaints </li></ul><ul><ul><li>How to deal with unhappy customers – telephone skills </li></ul></ul><ul><ul><li>How to respond to a letter or email </li></ul></ul><ul><ul><li>Complaints clinics – support for letter writing, exemplars FAQs etc </li></ul></ul>
  4. 4. How we are changing <ul><li>A Team approach – identifying all involved in complaints resolution and working together across business units to ensure ownership and fast resolution </li></ul><ul><li>Make it easy to feedback to us </li></ul><ul><ul><li>Open up new complaints channels by taking complaints over the telephone and online </li></ul></ul><ul><ul><li>Identify the ‘Silent Complainer’ </li></ul></ul><ul><li>Enhanced Reporting </li></ul><ul><ul><li>To assist with tracking and monitoring </li></ul></ul><ul><ul><li>Raise the profile of complaints by sending to Exec Team </li></ul></ul><ul><li>Process refinement to make it easier to resolve a complaint </li></ul>
  5. 5. Maintaining Standards <ul><li>Quarterly mini audit of complaints process and outcomes </li></ul><ul><li>Full annual audit against the BSI Guidelines for Complaints Management </li></ul>