Event Details

Customer Complaints- Gifts or Hindrances? 

Customer complaints can be seen as either gifts or hindrances to conducting business. 

The way that management views complaints has a profound impact on how staff approach the handling of complaints, which shapes the overall customer experience. 

By shifting to a "complaint is a gift" mindset, customer service providers have the power to turn complaint situations from confrontational to constructive.

Join featured presenter Rosemarie Price , Manager Customer Response & Improvement at Ergon Energy at the second AIM Rockhampton Business Breakfast Series event for 2010, where she will address;

• What are Complaints?
• Impact of management's view of complaints on complaint handling by business
• Why customers really complain - The gift being given
• Benefits of root cause analysis of real causes of complaints   
• Customer rage and staff self care
• Complaints handling in a global communications environment
• What can be achieved with a "complaint is a gift" strategy

Attendees will walk away with an appreciation of the "complaint is a gift" strategy, an understanding of the real cost of service failures and knowledge of the part managers play in complaint handling strategy.  

Speaker Profile

Rosemarie Price
Manager Customer Response & Improvement

Rosemarie joined Ergon Energy in January 2002 as a Project Manager in the Finance Group. Since then, she has held the roles of Manager Financial Services and Business Partnering Manager. As Business Parterning Manager, Rosemarie managed the quality of internal service delivery to Ergon Energy business units, including complaints regarding internal service delivery.

In her current role as Manager Customer Response & Improvement, Rosemarie oversees the complaints handling process with external customers, including escalated complaints to the Energy Ombudsman Queensland. Rosemarie has a strong interest in quality monitoring, continuous improvement and customer recovery during the complaints process.