Customer Service Peer Group Web Meeting 

Customer Complaint Handling, Analysis and Prevention Practices 
November 17, 2020 09:00 AM - 12:00 PM 
Take away ideas for improving how your organization handles customer complaints and leverages complaint data to improve customer experience. 

The health and safety of our members is the UWEBC’s top priority. UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on campus' guidance, this meeting will be held via web only to allow our members a convenient and safe way to attend.

Handling complaints and escalated concerns is a challenge shared by all customer care organizations. While no one loves receiving complaints, contained within this feedback from customers who have used your company's products, services or processes and come away dissatisfied is an opportunity to improve offerings and/or customer experience. Complaints also often present an opportunity to reconnect and strengthen relationships with customers via a service recovery process. Viewed in this way, complaint handling is a key strategic process for customer retention.

Seizing the full opportunity contained in customer complaints, however, requires moving beyond just resolving issues for individual customers on a piecemeal basis. Rather, a comprehensive process is needed for receiving, categorizing and responding to complaints – and then conducting root cause analysis of aggregated complaint data to develop strategies to prevent or minimize future occurrences.

Join us for this live web session during which you'll have the opportunity to learn about approaches customer care organizations have taken to complaint management, analysis and actioning. We'll begin by hearing from Aisha Ponds, Director of Stakeholder Escalations at BlueCross BlueShield of North Carolina, who will share the process she developed to identify root causes of customer complaints and how her organization uses insights from that analysis to develop strategies to prevent or minimize future occurrences. After Aisha's talk, we'll learn about the approaches of three UWEBC member companies (both B2B and B2C) in a panel discussion/interview segment. Participants in the panel discussion include Sherri Jasinski (Director, Customer Support) of ORBIS Corporation, Tracy Dudek (VP, Operations) of State Collection Service and Vicky Heinz (Manager of Credit, Collections and Customer Assistance) of Madison Gas & Electric. (After clicking the Register for Webcast button, you'll be offered the opportunity to submit questions you would like to pose to panelists. Please do that, as we would like to ask as many participant questions as we can!)

Agenda Items:
9:00 AM Opening Remarks and Topic Introduction
9:20 AM SME Insight: BlueCross BlueShield of North Carolina
  Aisha Ponds – Director, Stakeholder Escalations
10:00 AM Veiwer Q&A / Discussion with Aisha Ponds
10:20 AM Break
10:30 AM Customer Care Leaders "Fishbowl" Panel Discussion
  Vicky Heinz – Manager of Credit, Collections and Customer Assistance, MGE

Sherri Jasinski – Director of Customer Support, ORBIS Corporation

Tracy Dudek – VP of Operations, State Collection Service

11:30 AM Viewer Q&A / Discussion with Customer Care Leader Panelists
11:50 AM Closing Remarks
12:00 PM Adjourn
Events Team, , 


UW–Madison is monitoring the COVID-19 situation in collaboration with local, state and federal agencies. Based on the campus’ guidance, the UWEBC will be adjusting our events to web for the foreseeable future..

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