Tag: Complaint handling

What are the best practices and solutions for modern complaint management?

Every company out there knows that it is near impossible to not receive customer complaints at some point, on some level. However, they’re not all doom and gloom, and something to worry about. As Bill Gates says, “your most unhappy customer...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

High Visibility: The Importance of In-depth Visibility into Customer Complaints for Improved CX

As businesses of all shapes, sizes and scopes find themselves trying to mitigate increasingly transient customer demographics, we’re all having to work harder on our customer retention strategies. More than ever, the emphasis for most businesses has shifted to building...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...

UK Banking Services Face Over a Million Complaints in Six Months

Banks and credit card companies in the UK faced over a million complaints in the first half of 2019, new data has revealed. The research conducted by Learnbonds.com found that of this total, current account holders registered the highest number of complaints. The...

Ombudsman Services Unveils new Partner Platform for Businesses

The UK’s largest independent multi-sector ombudsman, Ombudsman Services, has created a new partner platform to facilitate its communications with businesses operating in its four key sectors of energy, communications, heat, and private parking. Designed and built by digital agency Code Computerlove, the...

Warning for Finance and Utilities Over Growing Customer Satisfaction Perception Gap

UK financial services and utilities businesses are underperforming when it comes to complaint handling, despite their growing belief that customers are satisfied with their performance. That is according to Huntswood’s Complaints Outlook 2019 report, which combines research from financial services and utilities firms...

Busting More Customer Experience Myths and Misconceptions

As CX professionals, it’s our job to understand and predict the needs of customers and to present experiences that fulfil those needs. Unfortunately, the reality of our role is rarely so simple. According to a study from Bain & Company, 80...

The Japanese art of Kintsugi: A Golden Guide for Complaint Handling

金継ぎ This might sound like a strange question in the context of financial services, but have you ever heard of Kintsugi? No matter if not because I’m about to explain exactly what it is – and why it matters to your...