National Complaints Day – August 13, 2010

To mark National Complaints Day (Twitter tag #ncd2010) on Friday 13th August, Foviance will publish the findings from a roundtable hosted with a variety of people from BT, Thomas Cook, PayPal UK and the Ministry of Justice amongst others.

To help mark National Complaints Day, Guy Stephens is bringing together a variety of people from different industries to discuss the impact of social media on complaints specifically and customer service generally. Ultimately, the discussion is about business change, and the fact that the way in which people and companies communicate and engage with each other is changing.

A range of topics will be discussed, peple can Tweet questions or observations to Guy about the use of social media to make complaints or to resolve them, and he will do his best to make sure they are raised during the roundtable.

Some of the topics that will be discussed include:

  • What is your organisation doing in terms of responding to complaints via social media? What’s working? What’s not working?
  • Social media by its very nature is open and unstructured, what are some of the challenges your organisation has faced as a result? Is this more of an issue for the more regulated industries such as finance?
  • People complain on any number of different sites now from TripAdvisor to Facebook, from Plebble to Amplicate, from Twitter to Pownum. Ignore or acknowledge?
  • Has social media impacted the call centre in any way?
  • People can complain at the moment something goes wrong. Does this change the rules of engagement for companies?
  • Is social media signalling a fundamental change in the way businesses engage with customers? And as a result do businesses need to view social media at a more strategic level looking at its future implications?
  • For those companies who have not made the social media journey yet, why is this? What does it look like from the outside?

Attendees:

  • Warren Buckley, BT, Managing Director Customer Service
  • Kevin Rousell, Ministry of Justice, Head of Complaints Management Regulations
  • Paul Hopkins, Thomas Cook, Director of Customer Service and Operations
  • Rob Skinner, PayPal UK, Head of PR
  • Heather Taylor, PayPal UK, Social Media and Community Manager
  • Michael Hill, ComplaintsRGreat, Founder
  • Qaalfa Dibeehi, Beyond Philosophy, Chief Operating Officer
  • Sullivan McIntyre, 6Consulting, Professional Services Manager
  • Guy Stephens, Senior Consultant, Foviance

 * The roundtable was held on  Thursday 12th August and Foviance has published the discussion

For more information please feel free to contact Guy Stephens by e-mail or call 0845 054 6545. Read Guy’s blog post on complaints