Business Benefits

• Customer focused culture

  Good complaint handling fosters a culture that recognises that all feedback (including complaints) is important and the effective management of complaints demonstrates customer care and empathy.

• Operating Cost Reduction

  complaints are often the result of deficiencies in processes, procedures and management issues. The hidden cost of these deficiencies combined with the additional costs of managing the complaint erodes profits.
  With effective complaints management the profit sapping cycle is reversed and improvements can be instigated to make permanent positive change and business transformations.

• Reduction in brand and reputation damage

  Poor handling of complaints can make an already bad situation much worse. Reputation damage can be very difficult and costly to overcome. Consider the costs associated with the delivery of good service that can be instantly wasted through poor complaints management. If/when you have a complaint, it is a business imperative to manage that complaint skillful, quickly, professionally and with the utmost efficiency, ensuring that your brand and reputation is restored.

• Bolstered Customer Experience

  Well handled complaints and service recovery can create customer fans and increase loyalty - a well treated customer will likely tell 4 or more other people.
  It's far better to get no complaints at all but if/when they happen then that is an opportunity to excel and turn the bad experience into a positive one.