The Customer Service Peer Group offers collaborative learning opportunities to compare and share expertise with members from organizations of similar business models through presentations, peer-to-peer discussion, and case-study examples.

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 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!)

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Connect & Collaborate

LinkedInGet immediate access to your peers in our LinkedIn Customer Service group. Members only.

M2M AdvisingLink directly to other members for in-depth benchmarking and discussion on specific business issues. Learn more, or start the process now with this form. Members only.

2019 Highlights

Over the last year, the Customer Service practice area had numerous insightful meetings for our members to take away proven, actionable ideas from recognized thought leaders and professional peers.

Check out some of the inspiring presentations, innovative strategies and best practices from the customer service 2019 learning events. More »

2020 Customer Service Practice Area Events At a Glance

August 20 Customer Service Peer Group Web Meeting
UWEBC Business Best Practices & Emerging Technologies Conference
October 7 CX Measurement and Action Planning SIG Web Meeting
November 17 Customer Service Peer Group Web Meeting
December 16 Customer Experience Measurement and Action Planning SIG Meeting
*Event dates and topics subject to change.

More details and the full year »

Roger PaulsonQuestions about the Customer Service practice? Contact Practice Director Roger Paulson at or 608-261-1161.

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