Improve Complaint Management Process Help People Faster. www.homesforharingey.org.

Slides:



Advertisements
Similar presentations
Making It Happen! Bill Morland Orange County SCORE
Advertisements

Engr Mian Khurram Mateen Engr Mian Khurram1. The asset of any organization is customer Increase in numbers, buy more, more frequently show a satisfied.
CUSTOMER SERVICE WITH A SIDE OF REALITY SHARON HASSAN PRINCE GEORGES COMMUNITY COLLEGE MAY 2013.
What Employers Want.
Introduction to Lean. Benefits of Lean Why go Lean? Improvements in: –Customer service –Quality and efficiency –Staff morale –Internal communication and.
How are we doing?. Performance update We set ourselves some ambitious targets to achieve in 2009/10. Some of these targets include those for: –Repairs.
Independent Complaints Panel TPAS Conference. ICP background: Localism Act 2011 Operating from April 2013 Introduces a local democratic filter before.
How are we doing?. Performance update We set ourselves some ambitious targets to achieve in 2009/10. Some of these targets include those for: –Repairs.
Customer service Dr. Ihab Nada DOE, MSKMC. What is Good Customer Service? The ability of a person to use their knowledge, expertise and proficiency to.
GPAQ Survey Results & Summary Analysis for: Marple Cottage Surgery Individual Questions Analysis and Year On Year Comparison (2007/2008 – 2008/2009)
Customer Service. Objective 6.32 Demonstrate respectful and empathetic treatment of ALL patients/clients. (customer service)
Customer Service Training
C O R P O R A T I O N January 15, 2014 Confidential: © Victiva Corporation.
ICASAS305A Provide Advice to Clients
Measuring the Effectiveness of Customer Service – Service Recovery Chapter 9.
Track B: Sales, Marketing & Business Development Workshop B-2: Customer Service: It’s About More Than Just Answering the Phone.
Customer Service Charter Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate.
What do all of these have in common?
BMGT 245- Customer Service Lanny Wilke. Imperative 4 - Become ETDBW.
Annual Homeless Assessment Report (AHAR) What data will be included in the 2010 AHAR? October 1, 2009 – September 30, 2010 Seattle and King County.
Introducing:. One place for tenants and landlords: Share opinions & ask for help through our discussion forum Benchmark nationally Access ideas & the.
DEALING WITH A DIFFICULT VOLUNTEER OR SITUATION AT YOUR PTO MEETING AND BEYOND.
PATIENT SATISFACTION AND WHY IT MATTERS. Why It Matters  CMS (Centers for Medicare & Medicaid Services), hospitals and insurance providers are using.
Adopting Agile 1 Jenny McCulloch, Director of Product Innovation Paul Creamer, CTO.
Complaint Handling Professional response by TMs who care
Avoid Disputes, Not Complaints Presented by: Stuart Ayres and Derek Pullen Stuart Ayres, Scheme Manager Derek Pullen, Scheme Adjudicator.
IT Job Roles & Responsibilities Shannon Ciriaco Unit 2:
presented by Louis Feuer, MA, MSW AHIP Virtual Seminar
Sales and Customer Service Strategies to Separate You from the Competition presented by Louis Feuer, MA, MSW GAMES 2008 Annual.
Tips on resolving concerns and complaints directly Elisabeth Barry Resolution Officer Health Care Complaints Commission.
MEDIATION OF MINOR NATURE CITIZEN COMPLAINTS West Point Leadership Academy Final Project Detective Troy Officer.
A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 8 Satisfying Customer Needs.
PC Components Troubleshooting Problems with Personal Computers
Sharing Session Group Members: Ong Xiu Xian Ng Tse Hsiung Loh Chiau Ru Valerie Chen Dairong Selene Chow Xue Ling Hong Shi Ying.
Handling Complaints Positively Dr. Muslim Suardi, MSi., Apt. Faculty of Pharmacy University of Andalas.
Customer Complaints DWP Operational Stakeholder Engagement Forum
C O R P O R A T I O N September 13, 2013 MPS CPE Day.
HANDLING IRATE CUSTOMERS
Some customers told us it took too long to complete their plastering work and repairs to their gutters. We have employed additional operatives for the.
Cervion Systems Customer Service Customer Service Overview.
How to Relate to Your Parents. How well do you get along with your parents? Do you ever wish you could relate to them better? The following tips will.
Accreditation! The responsive curriculum game is made available through JISC under the terms of the Creative Commons BY-NC-SA Attribution-NonCommercial-ShareAlike.
Consumer Complaints. THINK FOR A MINUTE… In the past year, have you formally complained to a company about a product or service?? If so, what was your.
SITXCOM003A Dealing With Conflict Situations
It’s not that uncommon to feel like you can’t relate to your parents.
Findings – January  Respondents  Access to the practice  Repeat prescription service  Test results  Practice staff  Overall satisfaction 
London Museum Development Volunteer Training Bank: Customer Care.
Valuing Complaints - Developing a Performance and Learning Culture College Development Network Complaints Handling Advisory Group 6 May 2015 Paul McFadden.
Customer Service Charter Introduction About SIMWEN A simulated work environment that will enable the student to complete 8 of the 10 units in Certificate.
Remember, it costs five times as much to bring in one new family as it takes to keep an existing one happy.
‘Let’s Resolve Complaints’
POGO TECHNICAL SUPPORT
Complaints – learning from past mistakes Melissa Collett Consultant
How to Relate to Your Parents
Call Outlook Support Phone Number
Handling Complaints.
 Independent technical support service provider  World Class Service  Experienced technicians  Quick solutions.
 Independent technical support service provider  World Class Service  Experienced technicians  Quick solutions.
Graham Stallwood FRTPI
Putting Customers at the Heart of Complaints Resolution
Value for Money Statement (VFM)
Funeral Administrator Unit AD6
How to Relate to Your Parents


Introducing:.
University of Brighton
Rosalind Lau – LB Camden Ward Housing Manager
University of Brighton
Presentation transcript:

Improve Complaint Management Process Help People Faster.

66% Average customer satisfaction rating for a social housing provider

91% Complainers satisfied with us

Identify pain points. Lead your changes. Keep learning. Stay helpful. It’s your turn. Now.

Let’s take a step back.

Over 160 languages. 55% black & minority. 5 th most deprived in UK. Haringey Greater London

Not in Education, Employment, or Training. 4 out of 10 Nothing.

Found 2006 House people Full landlord services We strive to stop this.

Prevention 2 days 5-stage process 10 Days Stage 1 25 Days Stage 2 DAY Stage 3 DAY 30 Prevention 2 days Prevention Apology and promise to act Prevention Help via phone

Now it’s time to change. But where to start?

1. Listen BureaucraticHas too many stagesMissing deadlines People find our old system

People suggest us to 1. Listen Simplify processes Reduce stages Act > investigate

1. Listen “we’re planning a new system, what do you think?” Great! 20% It’s up to you! 60% (Others) 20%

Improve Work better with feedbacks. Step 2 Then: 30 daysNow: 20 days

2. Work better The new feedback scheme. Start Complaint process DAY5 DAY20 Quick Fix Service Investigation Stage days Independent Review Stage 2

3. Unite Repairs Solution Team Feedback Team Director Level Ask for supportAllow changes Customer FeedbackAgreement

Introducing Dave. 4. Bring in players Feedback Officer PR Advice Technical Advice QC Trained operative Repair with care Repairs Manager

4. Bring in players 11 visits JANOCT visits 2 fixed on site 9 report back 10 fixed on site 29 report back GO, SWAT.

We’ve all been there. Once.

Everything changes. For our team. Everything For people. With 5 steps taken,

Everyone’s happy Outcome Handling % 80% 91.5%

Resolutions, faster and fewer. Help faster Then 30 days Now 5 days 12 days 20 days

Keep learning Learning controls Put back what you’ve learnt Help fast, learn faster Monthly board meetings

Let’s start the journey of change.