'Through the eyes of your customer - How listening to your customers’ negative experiences can be a valuable source of business intelligence'
With guest speaker: Douglas Melville, Principal Ombudsman & Chief Executive, Channel Islands Financial Ombudsman (CIFO)
For our September Chamber Lunch, we are delighted to welcome Douglas Melville, Principal Ombudsman and Chief Executive of the Channel Islands Financial Ombudsman, as our guest speaker. The CIFO team works at the coal-face each day to resolve consumer issues arising from the provision of financial services in and from the Channel Islands.
Mr Melville will use his presentation to highlight issues that pose both challenges and opportunities for businesses from all sectors. A series of interesting and thought-provoking case studies taken from CIFO’s first couple of years of operation will illustrate the value of good customer communication and the law of unintended consequences. He will explore the challenge it can be to provide (what might appear to the CIFO to be) great customer service, but ultimately depends on the point of view of the individuals involved.
As we'll be focussing on customer service, and particularly where the standard of service is called into question, this lunch will be relevant to anyone from across the Chamber network who interacts with clients or consumers, not only those in the finance sector. We hope you will join us to hear some invaluable insights into how to deliver excellent customer service, and how to react when things don't go to plan.
About our Speaker:
Mr Melville was appointed as the first Channel Islands Financial Ombudsman in 2015. He recently completed his fourth elected term as the Chair of the International Network of Financial Services Ombudsman Schemes (INFO Network) and was recently elected to the board of the Ombudsman Association (formerly the British and Irish Ombudsman Association). He advises internationally on financial consumer protection, financial inclusion, and dispute resolution for various governments and international bodies including the World Bank and the OECD. Until May 2015, he served as the Ombudsman and Chief Executive Officer of the Canadian Ombudsman for Banking Services and Investments. Following his undergraduate studies in biochemistry, economic geography and political science, Mr Melville completed a law degree, an MBA and a master’s degree in competition and international trade law.
Mr Melville qualified as a barrister and solicitor in Canada, becoming a professional mediator and arbitrator. He became an Ombudsman in 2006. Before that, he held senior management and legal/regulatory roles in the banking, investment and insurance sectors. He holds the ICD.D designation from the Institute of Corporate Directors and has served on a wide range of boards and advisory bodies in the for-profit and not-for-profit sectors. He came to Jersey from Canada in 2015 with his family to take up his current appointment. They are all active in the community and he currently serves as a States-appointed Commissioner with Jersey Overseas Aid.
Venue: The Royal Yacht
Menu: Breast and leg of cornfed chicken, gratin potato, green beans and jus
Event Sponsor: BWCI
Wine Sponsor: Dunell's Premier Wines
Coffee Sponsor: Cooper & Co