Grovelands’ Complaint Handling Summit III

Ben Wilson reports on the third Grovelands Complaint Handling Summit, on 19th October at Vinopolis.

The third Grovelands Complaint Handling Summit was held at Vinopolis on 19th October.  We had our largest turn out yet and it was good to see familiar faces from the first two summits; proof that the event is becoming a regular fixture in the diaries of Heads of Compliance and Customer Relations functions.

As the number of delegates attending had increased, and in response to feedback from previous events, the format of the event was slightly different for this summit.  The delegates were sat on five tables, each with a Grovelands host, and with a guest speaker, Michael Lawrence, present from the FSA.

Following initial discussions around the current challenges in attracting and retaining permanent and contract staff in Customer Relations’ functions, we moved on to preparing questions for our guest speaker who was to arrive shortly.  In order to preserve anonymity where requested, and possibly shyness, the Grovelands hosts got things started with a series of questions that had been raised in the lead up to the event.  However, the discussions swiftly gained pace as the delegates fired questions at Michael covering Management Information, Root Cause Analysis, the move to a one stage complaint handling process and Quality Assurance.

Clearly the delegates were now in full flow and so after a brief break for the delicious food, Michael agreed to stay on for an extra 30 minutes to take further questions.

The feedback on the event was excellent and we look forward to welcoming familiar faces to the next event in Q1 2012.

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