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BBC
The Digital Switchover Help Scheme provides support to for elderly and disabled people who for switching over from analogue to digital. The scheme is governed by the BBC on behalf of the Government. The Complaints Manager was concerned about the quality of responses to complaints, which lacked evidence and also a resolution focus. The digital switchover was about to move into the Granada area, which meant a significant ramp up in terms of installations and possibility of complaints. A key measure of success of the Help Scheme is customer satisfaction and the successful resolution of complaints as set out by the BBC Trust.
What we did
It was important that the course was challenging, informative and fun. We used a range of learning techniques, including developing a war story from one of their most high profile cases, so that everyone could apply critical thinking to what happened and why. We ensured there was a lot of joint working between representatives of the different organisations, to model what was needed day to day. We used actors for a case study to give participants the opportunity to practice interviewing and feedback strategies.
Result
The Complaints Manager fed back that the ramp up started and they had seen less complaints overall. He noted much better resolution at the early stages and far fewer complaints escalating. What was particularly pleasing was that complainants had written back thanking them for the way their complaints had been handled.
Overall, the Complaints Manager felt that the lessons had been taking on board and were very much evidence in the changes mentioned.
