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 interactive live webcast of the UWEBC Customer Service Peer Group to learn how several customer care organizations approach complaint handling, service recovery and using insights from root cause analysis of complaint data to improve customer experience. (After clicking the Register button, you'll be offered the opportunity to submit questions you would like to pose to our presenter and customer care leader panelists. Please do that, as we would like to discuss as many participant questions as we can!)