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Venue

Crystal Gateway Marriott
1700 Jefferson Davis Highway
Arlington, VA 22202
Tel: 877-212-5752

Monday, September 23, 2013

3:30 p.m. -

MAKING THE MOST OF CUSTOMER COMPLAINTS – HOW TO EFFECTIVELY RESOLVE AND LEARN FROM CUSTOMER PROBLEMS

Lisa Ducharme FSO Advisory Customer Experience Senior Manager, ERNST & YOUNG
Craig Martin Director, J.D. POWER AND ASSOCIATES

With a spate of new rules and regulations related to the customer experience affecting the financial services industry, and mortgage specifically, firms are keenly focused on the topic of problems and complaints.   Ernst and Young and J.D. Power  will discuss how firms can effectively:

  • Manage customer complaints to turn them from a burden to a tool for positive change
  • Resolve customer issues to limit the overall negative impact on the customer experience
  • Learn from these complaints to make process improvements and proactively address customer issues

 

When executed effectively these best practices will help firms reduce servicing costs and drive better financial performance.

 

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