Audio Podcast: Track Complaints
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Do you have an escalation procedure? If you do, do you measure it’s effectiveness to resolve issues quickly and efficiently? We recently came across one major international telecoms company with a ‘complaints team’ - the last in the chain of the escalation procedure – who were unable to deal with a simple complaint! If you have set up such a team, make sure they are empowered to do ‘whatever it takes’ to resolve the issue and keep the customer happy!.
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|Know Yourself First||To Outsource Or Not||Escalation Procedures|
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