Best Practice Summary - Defining excellence in customer complaints

Throughout 2023, there was a genuine desire from leaders responsible for the ownership of customer complaints in large operations to come together to share experiences, and learn from each other. We will continue these conversations and hosted the first focused session on complaints management on 6th Feb 2024.

Discussion points include:

  • Recording of complaints: Systems and processes
  • Categorisation for multiple issues
  • In-depth understanding of complaint reasons
  • Ways to measure success
  • Continuous improvement strategies, colleague education and feedback

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