Complaint Management Expert
Michael is Product Strategy Director for Civica's Case Management division and has worked on projects, around the world, helping organisations to gain when customers complain. His experience covers a wide range of sectors including insurance, travel, transport, leisure, manufacturing, automotive, consumer lending, mortgages, property management, healthcare and government. He has written two books and many articles on how business benefits can be delivered through the effective handling and analysis of complaints. His other roles include being a committee member for the British Standards Institution's Customer Service Committee (SVS/0) as well as being a participating committee member in the development of international standards (ISO) including chairing a committee working on the draft on a new International standard on consumer vulnerability.