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IoF East Anglia Conference 8 November 2012 Sam Wilson, FRSB

The Good, the Bad & the Ugly. IoF East Anglia Conference 8 November 2012 Sam Wilson, FRSB. We’re here to help…. Feedback is a great opportunity It show’s the person cares what you are doing, good or bad It makes that person valuable BUT Make sure you can deal with feedback.

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IoF East Anglia Conference 8 November 2012 Sam Wilson, FRSB

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  1. The Good, the Bad & the Ugly IoF East Anglia Conference 8 November 2012Sam Wilson, FRSB

  2. We’re here to help… • Feedback is a great opportunity • It show’s the person cares what you are doing, good or bad • It makes that person valuable BUT • Make sure you can deal with feedback

  3. Did you know? • More than half of people now complain all or most of the time if they are unhappy with a product – an increase of 18% in 5 years…and that was in 2006 • Just think about PPI misselling & MPs expenses Source: National Complaints Culture Survey, ICS/TMI 2006

  4. Did you know? • Nearly all customers would recommend a company to their friends if a complaint had been resolved efficiently • But, 4 out of 5 customers would spread the word if a complaint had been handled badly Source: National Complaints Culture Survey, ICS/TMI 2006

  5. Did you know? • 91% of unhappy customers will never return • Resolve their problem fast and 85% will come back again • It costs at least 5 times as much to gain a new supporter than keep any existing one!

  6. How’s best to do it? • Agree what recording • Agree how recording • Agree who’s going to co-ordinate • Agree communication channels • Establish handling processes • Regular reporting & monitoring • Submit ACR if FRSB member

  7. The bad & the ugly “An expression of dissatisfaction whether justified or not” (BS8600)

  8. Why is it important to have a complaints process? • Empower supporters by instilling confidence in your services • Ensures consistency across the organisation • Shows you’re focussing on your supporters’ needs • Shows you have an open, honest and fair approach • Benefit your charity’s development by setting a benchmark for supporter care. • Enhance your charity’s reputation by confirming its commitment to excellence.

  9. What should your process look like? • Must be available in writing or on your website (if you have one) • Must outline how supporters can make a complaint to you. • Must outline clearly defined timeframes • Needs to make reference to the FRSB (if you’re a member) • Designate a complaints co-ordinator (someone primarily responsible for handling complaints)

  10. Top Ten Tips! • Convey thanks • Obtain all the facts • Make it easy • Put yourself in their shoes • Learn from every complaint • Authorize & empower your staff • Ignore at your peril • No two complaints are the same • Train your staff • Say sorry – always apologise

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