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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