Customer First is a learning and collaboration programme aimed at addressing the rise in complaints and driving up customer experience.
Following sector requests, we have identified there is an urgent requirement to address the very public issues of customer complaints and satisfaction. There is a sharp increase in customer complaints being reported by the majority of housing providers and a prediction that these trends will continue to rise rapidly. This is putting significant pressure on housing providers in terms of resources, budgets and reputation.
Through knowledge sharing, Q&A with customer experience experts and support to develop and build on their strategic plans, our aim is to facilitate a sector wide response to customer complaints and satisfaction. There will be a series of four workshops which will enable you to discuss your own challenges, gain and reflect on valuable feedback and implement practical solutions to overcome them. Our expert facilitators and speakers will give you the flexibility to create a trusted support network that works for you.
We are currently accepting applications to cohort two of the programme to commence in March / April 2022.
Establish how best to baseline, monitor, benchmark and share complaints performance
Explore how to use complaints data to drive issue avoidance and improve overall service delivery
Host roundtable presentations with speakers from outside sector to help move forward with strategy
Compare what resources are in place and how to create additional accountability, capacity and skills
Learn how others have created the right culture for addressing and managing complaints
Open up collaboration opportunities and create long term partnerships
Meet virtually once a month for 4 months and supported by an online forum
Register your interest today
The Customer First programme is currently accepting applications to commence early 2022. Leave us your details if you are interested in joining and we will arrange a call to discuss.
We’ll add you to the mailing list too, so you will be sent any updates and news stories on the programme, including invitations to our events.