Being able to manage complaints properly is an important part of any organisation, it provides an opportunity to grow and continually improve. And Customer Complaints Management Applications offer a highly effective way to do this. They streamline complaints handling, identify issues, build customer relationships and make improvements.
Effectively managing consumer complaints is challenging for any business and the finance industry is definitely no exception.
17 Aug 2020
Customer complaints are part of every business, and one of the worst types is an unreasonable complaint from the same customer that just won’t go away. They can waste valuable time and challenge your temper…
In customer service, communication is key. It is simplistic to say, and companies might assume that their own customer interaction reflects its importance. However, businesses in certain industries sometimes fail to appreciate the perception that their customers actually have of them and their communicative skills.
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.
One of the worst parts of complaints management is dealing with unreasonable complainants who just won't seem to go away. They might end up sending you dozens of complaints within a week or call you repeatedly within the same day; likewise, they might complain to several different people or on different outlets at once.
27 Mar 2014
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.
20 Mar 2014
Sometimes, complaints management isn't just about handling actual product or service errors or even employee-customer interactions. Sometimes-and unfortunately-complaints management involves dealing with people whose complaints shouldn't even be an issue.
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.
27 Feb 2014
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.