Customers have increasingly high expectations of the public services they receive, with the power to express dissatisfaction in the very public forums of social media.
Local councils need to deal with customer complaints and feedback promptly and efficiently, whilst analysing the results to identify ways they can improve service delivery where customers are dissatisfied with current performance.
A positive culture, in which managers and staff welcome complaints and feedback as opportunities to learn, is a signature of high performing local government services.
Whilst Local Government Ombudsmen across Australia report 'pockets of good practice' from some councils, they also identify the need for further work to improve consistency, performance and culture in the way councils deal with complaints.
This intensive one day masterclass helps Local Government service leaders understand what's required to implement a culture of learning and improvement from complaints in their council.
We'll use Local Government case study exercises, research into complainant behaviour, interactive discussion exercises exploring your own strengths and improvement areas, and the AS/NZ 10002:2014 Standard for Complaints Management to help you develop an action plan to address your council's unique needs.
We use best practice standards, research material, presentation content and interactive group discussion and exercises to help attendees get the most from new content in a practical and engaging way.
1. The strategic value of complaints for learning and improvement
2. Complaints best practice : The AS/NZ 10002 Standard
3. Human factors : Complainant behaviour
4. Human factors : The impact of managerial and employee behaviour
5. Quality in a complaints response
6. Achieving continuous improvement by learning from complaints
7. Putting improvements into practice
This masterclass is available at central CBD locations across Australia.
Register on the waitlist and we'll schedule an event as soon as possible (8 attendee minimum).
Jason has over 20 years experience as an operational senior manager and management consultant working with public and private sector organisations in the UK, Australia and New Zealand. He specialises in improving performance in customer service, complaints management and contact centre operations.
Jason served as Corporate Customer Relations Manager for Birmingham City Council - the UK's largest Metropolitan Local Authority. He has wider sector experience in Local and Central Government, Financial Services, Insurance and Energy and Utilities.
Jason has spoken extensively on complaints management and customer service best practice at international conferences in the UK, Asia-Pacific, Australia and New Zealand.
He holds a Ph. D in Artificial Intelligence (Genetic Algorithms) and has professional accreditations including:
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