The essentials of handling complaints
Complaint handling tips You may have noticed my recent focus on sharing ideas and tips to assist you with complaints handling. I’ve spent years working in this area. I am passionate about customer...
View ArticleNew dates for Complaints Masterclass announced
Breaking news: Complaints Masterclass The demand for effective complaints handling training has increased significantly recently. The recession has increased the likelihood of complaints. People are...
View ArticleNumbers of complaints are flying down
Have you heard the news about Gatwick Airport complaints handling? There is a lesson there for all those dealing with customers and service users. You may not have heard much about this because it is...
View ArticleInsurance firms in Ireland criticised for their complaints handling
News just out from the Central Bank of Ireland today identified that insurance firms in Ireland have more work to do on their complaints handling. Complaints handling inspection results The results of...
View ArticleCost of poor complaints handling tops £4.5 billion
Poor complaints handling is proving expensive The news this week from the Banking sector shows that the costs of poor complaints handling should not be underestimated. A whopping £4.5 billion is at...
View ArticleTweet complaints a reality, a new challenge for complaints handlers
In recent articles we’ve been raising the profile of social media complaints handling. There is growing evidence that customers are increasingly turning to Twitter and Facebook to vent their...
View ArticleComplaints handling tip: setting the right culture
Is good complaints handling simply about having good systems and well-motivated people? That is part of the answer but it is not simply about these two elements. To improve your complaints handling...
View ArticleComplaints handling training testimonial
If you’ve been wondering what our complaints handling training is like, why not take a look at what one of our satisfied customers thinks about our complaints handling training? If you would like more...
View ArticleCustomer service down, complaints up
Taking a look at the complaints handling news, results published in June are worth a second look. This news that complaints volumes are rising at Britain’s railway companies can easily be accepted....
View ArticleComplaints handling: the Single Stage Complaints Process
We had a busy few weeks as the countdown to the start of the new single step complaints process for financial services finished on 1 July. What’s new in complaints handling training? After much noise...
View ArticleWhat happens to customer loyalty post regulatory fines?
Homeserve fine raises customer loyalty questions Homeserve, the FTSE 250-listed home repair group’s fall from grace has been well documented over the last couple of years. It’s been reported that the...
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Why work in complaints handling?
Is complaints handling a fact of life? It is a fact of life that when providing a service sooner or later someone will want to complain about it. Across the UK there are thousands of people working in...
View ArticleLawyers: Better complaints handling is worth millions
Research published by the Legal Ombudsman into law firm complaints handling suggests that improving complaints handling is likely to increase law firm profitability and that there may be potential net...
View ArticleComplaints handling training, how can it help you?
Complaints handling training, how can it help you? As experts in transforming the customer experience we have helped many organisations with their complaints handling. A question we are often asked is...
View ArticleIt is what you say and the way that you say it
How to achieve complaints handing mastery When it comes to complaints handling, mastery of both what you say and how you say it makes all the difference. Honing skills in the phraseology and the tone...
View ArticleIs Air Canada an exemplar of customer service?
Just recently Air Canada have been in the news for all the right reasons. They carry around 35 million customers each year and they receive very few complaints. The airline apparently received only 150...
View ArticleWhy customers cease to exist: are you sure you do not want a complaint?
Have you ever wished for complaints handling skills development My recent business trip to Indonesia has been the inspiration for my Sunday blog this week. It was a real eye-opener of complaints...
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Complaints handling culture: how to make it part of your organisational culture
We specialise in complaints handling training as part of our mission to help organisations transform their customer experience. We’ve done a lot of work exploring the way some organisations manage...
View ArticleIf you don’t think you need complaints handling development read this
Top 10 phrases to avoid or get some complaints handling development Our final blog this week on complaints handling development is so practical that you may want to share this with any teams or members...
View ArticleBad news and good news about how to handle complaints
How to handle complaints There’s lots of bad news about complaints. There’s plenty of press coverage for organisations that don’t know how to handle complaints. There’s huge penalties potentially if...
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