Complaints Improvement Masterclass • Price Perrott Limited

Complaints Improvement Masterclass

Learn how to use complaints to transform your customer experience

Successful organisations providing a world-class customer experience understand the value of learning from customer feedback and complaints. This comprehensive one-day masterclass provides the knowledge and tools you'll need to transform your organisation's complaints management culture and practices to meet the AS/NZ 10002:2014 International Standard.

This masterclass is also ideal for a dedicated in-house event. A customised in-house event allows your customer service teams, managers and leaders to learn about best practice, whilst holding a focused discussion on your organisation's complaints performance and required improvement actions.


AS-NZ 10002:2014 improvement quote

Masterclass objectives

By the end of this masterclass, attendees should expect to be able to:

Explain the key features of the AS/NZ 10002:2014 International Standard for Complaints
Describe the benefits of a positive culture towards complaints for their organisations
Identify the reasons why dissatisfied customers do or don't choose to complain
Apply insights gained from customer complaints to identify improvement projects
Apply AS/NZ 10002:2014 to improve their organisation's complaints processes

Attendees will learn about...

• The strategic value of complaints to an organisation
• The 9 steps in a best practice complaints management process
• Using the AS/NZ 10002:2014 Standard to improve business performance
• Complaints roles and responsibilities - from the CEO to front line staff
• How complainant behaviour impacts on people and processes
• Why your complaints response affects customer satisfaction
• Successful techniques for introducing organisational change

The masterclass uses presentation material, interactive group discussion and a case study exercise to help attendees apply the material to their own situation.

This masterclass is ideal for...

  • Leaders responsible for customer service and complaints management teams
  • Senior executives and managers accountable for customer service and complaints performance
  • Teams who deal with, and respond to, dissatisfied customers
  • Those wanting to learn about the AS/NZ 10002:2014 International Standard for Complaints
  • Business change managers implementing customer service improvement projects
  • Aspiring customer service leaders looking to widen their skills base

Typical attendee roles include...

Customer Service or Contact Centre Managers and Team Leaders
Complaints Managers and Team Leaders
Directors and Heads of Customer Service
Local and Central Government Managers
Business Change Managers and Business Analysts

Morning session

  • Introductions and objectives
  • The strategic value of complaints for business improvement
  • Complaints good practice: The AS/NZ 10002:2014 Standard
  • Human factors 1: Complainant behaviour

Afternoon session

  • Human factors 2: Managerial and employee attitudes
  • Defining quality in a complaints response
  • Implementing change: steps to creating a positive complaints culture
  • Using complaints to identify service improvement opportunities
  • Personal action planning

We'll be arranging new dates for this masterclass soon based on customer demand. Let us know your preferred dates and locations, and we'll contact you as soon as the next available masterclass is scheduled.

Pre-register now

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. Referee Job Title

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. Referee Job Title
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About Price Perrott

An independent management consultancy dedicated to improving the quality, efficiency and performance of our clients' customer facing services.

We help organisations succeed in putting customer service first, by delivering insights, assurance and improvement to national and international clients in the public and private sectors.


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