Overview

Does your organisation encourage customer complaints? Do you make it easy for customers to register a complaint? If the answer to either of these questions is 'no' then you may be missing a significant opportunity to improve your business. Evidence suggests that most complaining customer who have their complaint resolved to their satisfaction are likely to do business with you again! This means that effective management of customer complaints offers a strategic opportunity to enhance your reputation and further develop your business. In order to do so you need to create the right culture, develop an effective complaints handling process and become a learning organisation, accepting that a complaint is a gift of feedback on your performance. This short, practical course, will help you to develop an organisational competency to manage complaints successfully.

Alan Power

Alan Power has extensive experience developing strategies for improving the customer experience. This experience, mostly gained in the finance sector, led the University of Leicester to invite him to join their Quality Excellence faculty where he wrote and delivered a module on Customer Service Measurement for a Masters Degree programme; this course has its origins in that programme.

Alan regards customer service as the key element of a quality strategy – a strategy that seeks to deliver breakthrough improvements for the customer – and he has worked as a quality practitioner for nearly 25 years. He first became aware of the Total Quality movement in 1986, while he was Personnel Director of Mortgage Express, a UK home loans company. It was there that he launched his first quality management programme.

As a result of the success of that programme Alan was invited to set up a new company, TSB Homeloans Ltd., the home loans arm of TSB Bank, a UK retail bank now part of the Lloyds Banking Group. The company was established in Scotland during 1989 and Alan was Managing Director until the merger of TSB Bank plc with Lloyds Bank plc in 1997.

During the period of Alan’s tenure as Managing Director, TSB Homeloans won the following awards:

  • The Digital Quality Award (1993)
  • The Quality Scotland Prize for Business Excellence (1994)
  • The Quality Scotland Award for Business Excellence (1996)
  • In addition, Mortgage Express Ltd won the British Quality Award in 1996

Prior to taking up his general management role Alan had some 20 years’ experience in senior roles in human resource development. As a result Alan is a highly effective presenter and facilitator. Following the merger of TSB Bank Ltd with Lloyds Bank plc Alan was appointed Head of Quality Management, responsible for establishing and deploying business excellence throughout the organisation.