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QLD Roundtable 18/07/2013

“Before the crisis” – handling complaints before they spiral out of control

The prevalence of smart phones has forever changed the face of customer relationship management.  At the touch of a few buttons customers can provide instantaneous feedback – and it’s not always good.

How much customer feedback are you getting and are you handling it for the best outcome?  What response parameters have you set for your team with regards to negative feedback?  Who manages the conversation outside of business hours?

You are invited to participate in discussion and debate about how to manage customer feedback online, especially negative feedback and how to avoid it escalating into a crisis.

This roundtable will cover issues such as

  • Should every customer message be responded to and how much should be said publically?
  • How much should franchisees be involved in the process?
  • Are giveaways the answer to every complaint?
  • How to avoid the issue spiralling out of control

Joint facilitators Louise Bellchambers and Amelia La Frantz are the senior marketing executives for Shingle Inn Cafes.  Monitoring customer responses both on social media and internet review sites has exposed them both to significant customer reaction in their quest for customer service excellence.

Louise is Shingle Inn’s Brand Manager and has extensive franchise marketing experience via previous roles as National Marketing Manager for Foodco Group (Muffin Break & Jamaica Blue) and as Director of FranchEyes Marketing & PR where she worked with a number of franchise clients.

Amelia is Shingle Inn’s Marketing Manager and has been a part of the company as it has experienced significant growth through franchising. Amelia has had extensive experience in marketing on both client and agency sides, and has a keen interest in using various forms of digital media to increase the engagement between customers and brands.

Venue: Shingle Inn Franchising Office, Suite 4/23 Breene Place, Morningside.

Venue: Queensland
Starting: 7:30 AM
Thursday 18th July 2013
Ending: 9:00 AM
Phone Enquiries: 1300 669 030

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