About the Awards The Categories Case Study Six Steps to the Awards Key Dates and Prices Scoring Criteria ROI

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2 Now in its 3rd year, the UK Complaint Handling Awards continue to be the only awards programme in the UK to recognise the inspiring organisations, teams, and individuals who are dedicated to effective complaint handling. The awards have recently been accredited with the Gold standard in the Awards Trust Mark scheme from The Independent Awards Standards Council. This means the awards meet the highest standard in the areas of scoring, feedback, transparency and judging. CONTENTS About the Awards The Categories Case Study Six Steps to the Awards Key Dates and Prices Scoring Criteria ROI

3 Every company encounters complaints, and so the awards are designed to encompass every size and sector of company in both B2B and B2C environments. Serious companies do not shy away from complaints but use them to strengthen their reputation and retain a loyal customer base. Joining the awards this year gives you the valuable opportunity to showcase the great work you do to your customers and competition, while rewarding the amazing complaint-handling heroes within your company. The UK Complaint Handling Awards promote excellence and best practice sharing with other leading performers in this area, and the awards finals offer excellent brand positioning and strong networking opportunities with many cross-sector companies. The awards aim to celebrate diverse enterprises by bringing together in one place, and in one day, the leading examples of great complaint handling practices. KEY DATES EARLY BIRD DISCOUNT ENDS 19th October 2018 ENTRY SUBMISSION DEADLINE 16th November 2018 FINALIST ANNOUNCED 30th November 2018 AWARDS FINALS 8th March 2019 VENUE Park Plaza Riverbank, London Who can enter the UKCHA? Entries are welcomed and encouraged from all businesses, organisations and individuals regardless of sector who are committed to providing exceptional complaint handling; whether it is for your customers, partners, suppliers or employees, the awards provide a platform for you to showcase your skills, expertise and depth of experience to your clients and investors, while sharing best practice with fellow industry leaders. What Kinds of Initiatives Can Enter? In a fast-paced and consumer-driven age, customers expect a quick, easy, and transparent complaints process across many channels. The judges want to hear from organisations or individuals striving to surpass their customer needs and deliver outstanding complaint handling that has increased engagement, loyalty and turnover. The awards welcome examples of inspiring complaint handling initiatives from any industry.

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6 ARTIFICIAL INTELLIGENCE Emerging use of A.I, for example, in online chat operated by robots not humans. Replicating a human to human interaction with either a robot or black box tohuman experience. INNOVATION IN COMPLAINT MANAGEMENT Developing or introducing new products and services based on customer insights to improve the complaint management process. COMPLAINT MANAGEMENT PROCESS B2C Implementing a structured and efficient complaint handling process based on customer feedback; ensuring timely acknowledgement, an efficient process towards resolution, and a final outcome that benefits everyone in a Business to Consumer environment. COMPLAINT MANAGEMENT PROCESS B2B Implementing a structured and efficient complaint handling process based on customer feedback; ensuring timely acknowledgement, an efficient process towards resolution, and a final outcome that benefits everyone in a Business to Business environment. UTILISING CONSUMER REVIEWS The use of one or more in-house or 3rd party consumer review technology to improve upon current complaint handling strategies and develop long-term customer relationships through a deep understanding of good and bad reviews. MOST IMPROVED COMPLAINT HANDLING An individual or company showing a marked transformation in implementing or improving their complaint handling methods, and can show the impact this has had on both clients and business. PRO-ACTIVE COMPLAINT HANDLING Continually taking action to improve the customer s experience and outcome, and anticipate the customer s current and future needs. CUSTOMER INSIGHT STRATEGY Creating and developing effective solutions to your customer s needs by analysing their buying behaviour, experiences with you, and their beliefs or needs throughout many channels. CUSTOMER RELATIONS & REMEDIATION Compensation or not? What actions are necessary in a setting where some form of compensation may be required. How to make this work? How to get it right? CUSTOMERS AS BRAND ADVOCATES Companies who have created and nurtured loyal customers through excellent service, and have been able to utilise their personal recommendation and support to win more business. MOST EFFICIENT COMPLAINT HANDLING Demonstrating a customer-focused system that is visible and accessible, with complaints handled objectively and fairly with an effective remedy provided. BEST OUTSOURCED COMPLAINT HANDLING Partnering with an external company to handle complaints in a professional and independent way that maintains company high standards and ensures a positive outcome for all parties. BEST COMPLAINT HANDLING TRAINING The use of internal or external training to support staff and enable them to gain the skills and knowledge required to implement a robust complaint handling process. BEST USE OF CUSTOMERS INSIGHT & FEEDBACK The best or most innovative way customer feedback has been gathered and collated, and how this information has been used to improve or change the customer experience. PRODUCT & SERVICE IMPROVEMENT Using insights from the customer to identify issues, possibilities for development, and deliver an exceptional upgrade to the quality of a product or service. People Categories BEST COMPLAINT HANDLER A frontline operator who satisfies customer and organisation needs and makes a great individual contribution to the team. COMPLAINTS PROFESSIONAL A manager or independent business consultant who demonstrates professional standards. COMPLAINT HANDLING LEADER Many organisations specialise in complaint management services. Their leaders will be recognised outstanding leaders to their organisations and their sectors. BEST COMPLAINT HANDLING TEAM OF THE YEAR The best group of complaint handling heroes who work consistently to raise standards and provide an outstanding customer service. OVERALL WINNER The best overall will be the entry from the main categories (not people categories) with the highest score.

7 Business Impact and Results HSBC PLC is one of the world s leading banks and operates with an international network of around 3,900 offices in 67 countries and territories. In 2016 HSBC created a focused complaints team, with a wide remit to learn from mistakes and fix them. HSBC s complaint handling teams used to be scattered throughout the complexities of the bank with complaints treated as things which needed to be done right, but which should be kept in the background. The teams lacked focus and were inefficient; customers didn t get the best resolution to their problems, and HSBC wasn t able to learn from its mistakes. Overall there was no focus or understanding of complaints and HSBC knew they had to make radical changes in order to get it right for their customers, their people and the Bank. HSBC decided to consolidate all their complaint handling teams into one, with a clear management oversight and a strong focus on fixing things for the customers now and in the future. They implemented the following strategies to improve their customer s experience and empower staff to handle complaints effectively and confidently: Creating the Service Recovery team They looked at employee s skills and capabilities and customers needs and brought together operational complaints handling teams, sitting together in key hub sites, enabling them to share best practice and coordinate resources and operational approaches. Phone a Friend (PAF) A dedicated team created to support frontline staff in the branch network and contact centres to provide guidance on how to resolve customer complaints. This was also used as a coaching tool, supporting their people to be better equipped to provide fantastic customer service through all channels. New policy and governance teams This group was to ensure their complaints outcomes were fair and reasonable and that all parts of the bank learnt from their decisions. HSBC reviewed the entire complaints process and approach, guidance and procedures, and empowered staff with greater flexibility of choice in how they resolved customer s issues. Training HSBC reworked training to be simpler, more consistent and more effective across all of the UK banks. They developed training on judgement and decision making, influencing, persuading, building rapport and tone and empathy. They also created an online simulator, to enable staff to practice recording complaints. HSBC also put in place a feedback loop with all staff able to highlight and escalate what was going wrong and what was stopping them from doing their job and from helping the customer. The heart of Service Recovery was put together in 2016, with additional small teams integrated from the different brands throughout 2017 In 2014 and 2015 HSBC was at the bottom end of the industry, but is now number 2 for cases where FOS have changed the outcome in favour of the customer (21% of FOS cases), and also number 2 in terms of the percentage of complaints which go through the FOS (1.99 FOS cases per original complaints). In addition to the customer benefits, staff have also benefited, and Service Recovery scored higher than comparable teams and the bank average across all the management and staff development categories of the 2017 staff survey. Importantly for a highly regulated industry, the creation of the Service Recovery team, with its dedicated focus on complaints handling, and its support and governance work, has seen the residual risk rating for complaints reduce from very high in 2015 (when an internal audit identified up to 50 serious issues to be fixed) to high and now in summer 2017 to medium for the first time. In a short period of time, HSBC has seen massive improvements to the speed and quality of complaints handling, going from middle of the pack to the top of internal and external measures, with best in class outcomes from the Financial Ombudsman Service. Their new insight and root cause analysis has enabled HSBC to understand and fix long-standing problems and costs and resources have dropped with increased efficiency. The complaints residual risk has been downgraded from very high, to high, and then to medium, for the first time ever.

8 STEP 1 CHOOSE THE RELEVANT CATEGORY, COMPLETE YOUR ENTRY FORM AND ATTEND OUR WEBINAR Choose the relevant category(ies) for your initiative, make your payment and receive the entry form. We will host a webinar about How to Write a world-class Award entry on the 30 th October 2018 to assist you in your entry writing process. To register please visit the website in October. STEP 2 SUBMIT YOUR ENTRY New entry format in place this year - once you've secured your nomination you will be provided with a user name and a password to access our online nomination portal. From here you can edit and save your written entry. The entry deadline is 16 th November STEP 3 WAIT TO HEAR IF YOUR ENTRY HAS BEEN SHORTLISTED Once entries have closed, your submission will be assessed to see if it has got what it takes to make it through to the Awards Finals. The shortlist of Finalists will be announced on the 30 th November The Finalists will be invited to present at the Awards Finals and Presentations on 8 th March STEP 4 BOOK YOUR PLACE, PREPARE YOURSELF FOR THE AWARDS FINALS AND ATTEND OUR WEBINAR It s now time to decide who is going to present! Once you have decided on your dream team, it s over to them to transform your entry into a presentation. We will host a webinar about How to create a world-class presentation to help guide you through this creative process. STEP 5 AWARDS FINALS AND PRESENTATIONS After the awards finals, your scores and feedback will be collated from your Judging panel to produce your Feedback Report. This will reveal your scores and some comments from both your written entry and live presentations. STEP 6 RECEIVE YOUR FEEDBACK REPORT Come along, present your initiative during the day, enjoy the presentations, network with the cream of the crop in UK business and gain best practice from the leaders in your industry. Then it s time to discover, who has won this year s coveted UK Complaint Handling Awards 2018 at our event.

9 KEY DATES ENTRY DEADLINE 16 th November 2018 FINALISTS ANNOUNCEMENT 30 th November 2018 THE AWARDS FINALS AND PRESENTATIONS 8 th March 2019 ENTRY PRICES Early Bird: 199 +VAT available until midnight 19th October / each additional 99 +VAT Standard 299 +VAT and additional 139 +VAT thereafter. BOOKING PRICES Early Bird until 21st Dec: 349 +VAT per seat / VAT for a table of 10* Standard price: 429 +VAT per seat / VAT for a table of 10*. *Premium tables are available with front of room seating and champagne upgrade

10 SCORING CRITERIA Overall maximum word count allowed is 2,000 words including the summary. There is an additional question (Professional Competence) for Best Complaint Handler, Complaints Professional, Complaint Handling Leader, and Best Complaint Handling Team Of The Year categories. SCORE AVAILABLE THE CASE FOR RECOGNITION Please describe from the perspective relevant to the category entered i.e. organisation, team or individual. SUMMARY (200 words) Provide an overview of the entire initiative, capturing the most important information from beginning to end. NB. Will be used for shortlisting and the scoring of the written entries but is not relevant to Finalist Presentations. BUSINESS STRATEGY (200 words) What was the background to the initiative? Why was it needed and how did it meet the strategic needs of the business and its customers? GOALS & OBJECTIVES (200 words) What were the specific goals and objectives of the initiative? What business benefits did the initiative set out to achieve? PLANNING & PREPARATION (300 words) What role did planning and preparation play in success? How was the initiative planned, and was the plan changed along the way? STAKEHOLDER ENGAGMENT (200 words) IMPLEMENTATION (300 words) IMPACTS & BENEFITS (200 words) INNOVATION & CREATIVITY (200 words) LESSONS LEARNED (200 words) What was the leadership model and who were the relevant stakeholders? How were their needs identified and understood, and how were they engaged in the process? How was the initiative implemented? Who was involved and how was communication maintained? What measures did you take to ensure the success of the initiative? What has been the resulting impact on the business? What other benefits have been achieved in relation to the goals and objectives, and were there any additional unforeseen benefits? What was especially creative and innovative about the initiative? Was there anything unique or which proved an interesting twist and contributed to the overall success? What went well? What didn t go so well? Explain how the lessons learned during this initiative will assist with future business development.

11 Winning awards is hard work, so why do so many organisations enter the UK Complaint Handling Awards each year? WINNING AWARDS BUILDS SOCIAL PROOF EXTERNAL RECOGNITION BUILDS CREDIBILITY CREDIBILITY BUILDS TRUST TRUST BUILDS BRAND LOYALTY BRAND LOYALTY BUILDS BUSINESS To achieve your ultimate goal and win the UK Complaint Handling Awards, it is important that you understand the following: IDENTIFY YOUR AWARD WINNING USP HOW TO CHOOSE A WINNING CATEGORY WRITE AN OUTSTANDING STORY PRESENT YOUR EVIDENCE IMPRESS THE JUDGES

12 Three key ways awards can improve your bottom line with minimal effort and maximum ROI: INCREASE SALES BY OVER A THIRD Studies show that obtaining an award influences buyers decisions and can improve sales performance by up to 77% (Source: British Quality Foundation / Hendricks and Singhal) SATISFY YOUR WORKERS PRIME NEEDS Research indicates that workers have three prime needs: interesting work, recognition for doing a job well and being let in on things that are going on in the company (Zig Ziglar). Awards tick all these boxes and boost employee productivity. GAIN PR ATTENTION Considered three times more powerful than advertising, raising the profile of your brand through award recognition can attract brand new customers. Here is a re-cap of why the UK Complaint Handling Awards attract entries from some of the biggest brands in the UK: NETWORK AID BENCHMARK MAXIMISE BOOST with hundreds of business leaders and professionals your team s personal and professional development your company through impartial feedback on pr and marketing opportunities team morale and support recruitment drives

13 If you have any questions about our awards and events, please call Damien Braniff on or

14 EARLY BIRD DISCOUNT ENDS 19th October 2018 ENTRY SUBMISSION DEADLINE 16th November 2018 FINALIST ANNOUNCED 30th November 2018 AWARDS FINALS 8th March 2019 VENUE Park Plaza Riverbank, London