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Complaints-Insight-Quality

Actionable tips & advice to improve your customer complaints handling and turning
the learnings into a competitive advantage

Are you finding & fixing root causes early or just reporting symptoms?

by Paul Evans

Complaints management is not about the three R’s, record, respond and report on complaints. This is purely hygiene, we have to do this as a minimum.The real goal is about finding and fixing root causes permanently and fast.

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Topics: Best Practices in Complaints Management, early root cause detection

How to Deal with Complaints About Employees

by Paul Evans

Complaints management is difficult no matter what your Customers are concerned about. This holds especially true for complaints about your team or individual employees, and should be treated differently than product or service complaints.

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Topics: Best Practices in Complaints Management, The Human Factor of Complaints Management

Four Essential Practices Your Complaints Handling Team Should Employ

by Paul Evans

It takes a special kind of person to deal with complaints day in and day out. Working in a negative atmosphere can often be draining and difficult, so employees should be appropriately trained to cope with unjustified complaints or angry complainants.

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Topics: Best Practices in Complaints Management, The Human Factor of Complaints Management

Five Myths About Complaints Handling

by Paul Evans

So you've stumbled into one of the most difficult fields of customer service, and often, the most heated. Everyone has a different idea of just what complaints management is about, but as we learn in life, sometimes our original impressions don't really represent real life accuracies.

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Topics: Best Practices in Complaints Management, The Human Factor of Complaints Management

The Importance of Using a Consolidated Complaints Database

by Paul Evans

Many companies today operate with several complaints databases instead of one consolidated source of truth. Some might have been developed for a specific division or group, or other during a certain project, yet the end result is the same: a fragmented view of who is complaining about what across your whole company.

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Topics: Best Practices in Complaints Management

Three Reasons Why Complaints Handling is Important

by Paul Evans

Client feedback is essential to all companies; not only because you can gather valuable customer insight, but because it allows you to identify product or service failures.

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Topics: Best Practices in Complaints Management, Continuous Improvement and QA, Customer Satisfaction and Reputation Management

Best Practices for Handling Customer Complaints

by Paul Evans

One of the most common mistakes of complaints handling is blatant inefficiency, which altogether result in an inevitable outcome: high unnecessary costs.

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Topics: Best Practices in Complaints Management

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About Coretec

The Coretec team of complaints, quality and technology experts put together their 40+ years of expertise in customer services and quality assurance to create Complaints Pro. We are focused on client satisfaction and achieving results. We don't want you to just settle for just managing complaints. Record, Resolve and Report is not enough. Go beyond that. Use customer insight to grow your company and continue to improve.