Making it Better – Strategies for Managing Customer Complaints

9th September 2021

Viewed in isolation, and dealt with on a case by case basis, customer complaints keep a lot of people very busy.

Many organisations have established complex processes, often with specialist teams working to rigid rules, escalation protocols and compensation guidelines to deal with their steady flow. This may be an effective way to deal with individual complaints and keep customers happy in the short term, but are organisations missing a trick? Moving from short term tactics to long term strategy, how can we capture and use the information we glean from complaints to make our businesses better and our customers happier?

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