The importance of complaints

Complaints and dispute resolution procedures are now mandatory for financial services providers but When Unhappy Customers Strike Back on the Internet in a recent Sloan Management Review reminded me that it’s what you do with the complaints you receive that is important.

You have to tell your customers how their complaint will be dealt with (and when) as well as the ultimate resolution and keep them informed along the way. And complaints should be analysed internally to assess whether they are an indicator of a widespread problem, poor customer service or a potential breach of a law or Code.

Or you’ll have an unhappy customer like Dave Carroll who has told nearly 11 million viewers on YouTube since 2009 to not fly United Airlines because they did not respond to his $3500 broken guitar claim.

Dave Carroll has transformed his bad experience into a career as a keynote speaker on customer service!

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