The Complaints Coffee Club, in partnership with Aptean Respond, is the Collaboration Network's monthly round table for complaints and resolution focused discussions. Participants can join to share ideas and identify best practice when it comes to improving trust and loyalty with their customers. Operating with a rotating Chair, these sessions help to foster stronger ties with fellow professionals and increases strategic thinking around complaints handling and customer service. This month, our Guest Chair is Jenny Briars, Head of Customer Governance & Heritage at LV=. The question for debate is: "What has really changed in providing good complaints handling?" Sub questions include: - Has Consumer Duty and other regulation simply ratified what was already good practice? - Complaint handling has already been customer outcome focused - How do we continue to improve? - Where are improvements still needed? Register to attend! #complaints #complaintshandling #bestpractice #crosssector
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