In tougher times, complaints rise – however the ability to differentiate service through successful resolution also rises.  On the flip side we have increased risk factors – stressed staff, regulation, a hungry media and a culture of litigation. 

More and more of our customers are becoming increasingly savvy with online communication tools such as Facebook, YouTube etc.  Social media is THE customer platform – how our customers use this in the future may force us to redesign our customer service models, our complaints processes. 

Could make for an interesting discussion at CCA Convention.