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Complaint Management

When a customer complains to you, the very least you should do is acknowledge the complaint and set their expectations as to when you will reply. If the complaint is about a critical service i.e. telephone, credit card, etc. then your company should ensure that the customer who complains does not get penalised by your company's inability to respond quickly enough. So for example, if a customer complains they have been overcharged for telephone calls and you threaten to cut them off within say 7 days, don't take any action until you have reviewed the complaint fully even if it takes you say 21 days.

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TIPS

The last time I had my car serviced I was asked by the dealer was I satisfied? I replied yes, however, if the dealership had asked what my loyalty was like to them they would have got a very different answer.

Being satisfied does not make me loya... Read More...

October 31, 2020 5:00 AM
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Many of us spend considerable time analysing what our competitors are up to (and we should be doing this!), however, we need to know what our own abilities are in detail before we do this. Only then we can effectively evaluate our proposition against... Read More...
October 30, 2020 5:00 AM
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Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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