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When spending money on training and developing staff, one of the main goals of a company is to maximise their Return on Investment (ROI). A key way to achieve this is by investing in good quality training especially in the area of customer service. By improving your teams' customer service skills, you can increase sales, …
Dear Reader, Here at The Experience Corporation, we are passionate about effective complaint handling. We understand that sometimes things go wrong and that’s OK – what’s most important is how things are put right. I have carefully put together a summary of the most recent data in relation to banking and credit complaints. Following this, …
Continue reading "7 Complaint Handling Tips for Digital & Traditional Banks "
A complaint refers to a person expressing dissatisfaction about a company’s actions or inaction. These can range from minor to severe and come in various shapes and sizes. Complaints should never be taken personally but should rather be dealt with professionally. Often a customer has a valid reason to complain, but sometimes their reasons may seem …
I spent seven long years working in professional complaint handling in one of Canary Wharf’s lavish glass buildings. You know the ones that kiss the grey London skyline and shimmer on those rare summer days? During my time there, I worked tirelessly to investigate and resolve a wide range of complaints. I also built up …