Podcast - Michael Hill of complaintsrgreat interviewed by Adrian Swinscoe

Michael Hill of complaintsrgreat.com was recently interviewed by Adrian Swinscoe of RARE Business Growth and Marketing as part of a new podcast series. You can listen to the interview here.

The discussion focuses on managing customer complaints and why that is essential in creating a customer centric business in the modern world and covered issues like:

• Why a back to basics approach can be the best solution
• Why customer complaint management is not all about technology
• How complaint resolution is only a part of the customer service picture
• How problem resolution and complaint handling is really hard to automate
• Empowered employees can really help when managing customer issues
• Commitment to change a culture has to come from the top but that change can start anywhere in the organisation.

How we handle customer complaints is an essential skill when it comes to building better relationship with your people and your customers. Adrian has also often written about complaints and you can check them out here.