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Complaints-Insight-Quality

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

Paul Evans

Recent Posts

The Ratio You Need for Autonomous System Control

by Paul Evans

Most organizations today use complaints handling systems that can only be changed or modified by either the IT department or the external supplier of the complaints handling system.

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Topics: The Human Factor of Complaints Management

Why You Shouldn’t Prioritise All Social Media Customer Complaints Equally

by Paul Evans

Let’s assume that your company had two complaints related to the same product being defective. One came from a member of the public, the other from a TV personality on a major current affairs program. Logic tells us that, if we were to prioritize, we would favor the TV personality.

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Topics: Customer Satisfaction and Reputation 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.