CCMA Member Briefing - How AIB Used Complaint Handling To Drive Customer Loyalty
Date: 15/10/2024
Venue: Louis Fitzgerald Hotel, 1A Naas Rd, Newlands Cross, Dublin 22, D22 X5N7.
In 2024 AIB Customer Care won the Institute of Bankers Future of Finance Award in the Culture Transformation Category. This Case Study is the story of the growth of the Customer Care department from its inception in 2016, to its central role at the sharp end of Customer Care today with over 100 staff. During this briefing you will hear discussion of why complaints matter so much? What do staff really care about and how to align staff and organisational motives. Why coaching is so important and how does it work. We will discuss how to use regulation to help rather than stifle effective conversations. There will be time for questions and answers at the end of the session.
Our speakers
- Ciara Stack Head of Enterprise Complaints, AIB.
- Kevin Barry Senior manager Customer Care, AIB.
- Rachel Dillon, Senior handler, complex complaints, AIB.
- Cormac Murphy, Ennovate Consulting.
This is a free event for CCMA members. The event will commence at 9.30 a.m. and conclude at 12 noon.
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