This webinar is a follow-up to one conducted 18 months ago on Coles customer complaints. But in that time there have been many changes, including the continued rise of social media and the current challenges posed by COVID-19. The webinar will outline the top complaints trends for the past year, what has worked and what hasn’t, supplier tracking of complaints, root cause analysis and look forward with what’s to come.
In this webinar, David covered:
- Who Contacts Us
- Quality Complaints Process – who does what, changes to process
- High Priority Complaints – escalation process
- Most Common Complaints and Queries
- Own Brand Surveillance Testing
- The Role of Own Brand Suppliers
- Future Directions
About The Presenter:
Dr David Miles graduated from the University of Tasmania in 2001 with a PhD examining the growth of Listeria in specialty cheeses. David spent almost 15 years with the NSW Food Authority before joining Coles in 2014 as Product Compliance Manager in the Coles Store Support Centre. David’s role includes supervising the follow-up of customer complaints with Own Brand suppliers and conducting trend analysis on complaints and quality-related returns.