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Thu, 15 Feb



Transform Complaints Into Triumphs: sold out

The sessions planned for 15 and 27 February are now sold out. Please contact us directly for next availability. Email

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Transform Complaints Into Triumphs: sold out
Transform Complaints Into Triumphs: sold out

Time & Location

15 Feb 2024, 09:00 – 13:00


About the Event

Transform Complaints Intro Triumphs: Creating an effective complaints framework to drive CX

The “ripple effect” of bad service can not only drive away existing customers, it also can deter prospective ones, as a recent report by Harvard Business Reviews reveals that 65% of customers are more likely to report a negative customer experience and nearly half of these told 10 or more others.

But what if you could transform complaints into triumphs?

CCNNI and Cnect Wales are delighted to partner with Ennovate Consulting to deliver a dedicated training programme exploring how to develop a customer-centric mindset that views complaints not as barriers but as stepping stones to improvement and combines practical examples of best practice complaint management with discussion and learning in creating an effective complaints framework to drive CX.

Who Should Attend

This online programme is a must for those involved in and/or responsible for the complaints function in their CX organisation including: 

  • Complaints Managers
  • HR representatives responsible for staff training and development
  • Quality Managers 
  • Contact Centre Managers 
  • C/X Managers

Dates: Thursday 15  February 2024, 09:00-13:00 – sold out. 

A second date has been scheduled: Tuesday 27 February 2024, 09:00-13:00.

Channel: Teams

Delivered By: Cormac Murphy of Ennovate Consulting, a thought leader and training expert with over 20 years experience in customer service and CX Operations

Cost: £189+VAT per person (members rate)

The workshop will combine practical examples of best practice with opportunity for discussion and learning covering:

Why Should You Care About Complaints?

Embrace complaints as valuable opportunities! Learn how turning negatives into positives can boost customer loyalty, enhance your brand's reputation, and drive business growth.

Effective Processes in Place:

Discover streamlined, actionable processes tailored for swift and effective complaint resolution. Our course equips you with the tools to transform complaints into catalysts for positive change.

The Right Mindset:

Shift your perspective! Develop a customer-centric mindset that views complaints not as obstacles but as stepping stones to improvement. Unleash the power of constructive criticism.

Building a Successful Complaints Culture:

Learn to foster an environment where every team member is empowered to handle complaints effectively. Cultivate a culture that values feedback and continuously strives for excellence.

Mastering Call Structure:

Perfect the art of communication! Our course dives deep into crafting compelling responses, managing emotions, and ensuring every interaction leaves a positive impression.

Setting Goals for Improvement:

Define measurable goals that align with your organization's vision. Learn to set realistic targets, monitor progress, and turn complaints into stepping stones toward achieving excellence.

Governing Remediation and Improvement:

Navigate the landscape of remediation with confidence. Understand regulatory requirements, implement corrective actions, and ensure sustainable improvements in your products or services. Benchmark your own complaint handling maturity against our best practice maturity model.

Driving Business Improvements:

Turn complaints into drivers of positive change! Uncover strategies to not only resolve issues but to identify opportunities for innovation, efficiency, and overall business enhancement.

Secure Your Spot and Transform Complaints into Triumphs!


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