This webinar was a Q&A rather than a presentation. These slides to show the levels a service desk's complaint procedure can be at in the maturity model, a diagram of the stages of a complaint handling process and some information from the sponsor, Pangea.
Pre Engineered Building Manufacturers Hyderabad.pptx
Webinar: complaints and compliments handling
1. Complaints & Compliments Handling
Ollie O’Donoghue, Industry Analyst, SDI
&
Lisa Burt, Service Desk Team Leader, Northumbrian Water
Please post questions using the panel on the right of your webinar
window and we’ll come to those at the end.
With thanks to our sponsor
2. LANDESK SOFTWARE CONFIDENTIAL
Pink Elephant Certified in ALL 15
ITIL disciplines
Process automation
Self service and Service catalog
capabilities
Request Management
Incident Management
Problem Management
CMDB and Config. Management
Knowledge Management
Event Management
HR Process Management
Enterprise Integration
Reporting and Management
Information
Password Reset Integration
Social ITSM capabilities
Mobile ITSM
Pre-built templates
On premise, Cloud, Hybrid
Part of Total User Management
Solution
LANDESK Service Desk
0800 5420040 sue.lal@pangeasystems.com
3. www.servicedeskinstitute.com
‘Complaints are managed consistently and end-user confidence is restored.’
- Service Desk Certification Standard
There is a complaint handling process in place
Service desk staff are trained to
recognise complaints
All complaints received are recorded and
are readily available
There is a follow-up procedure to ensure that
end-user complaints have been addressed.