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Complaintsrgreat Limited in partnership announcement

Complaintsrgreat are delighted to announce a partnership deal with leading training company, AKD Training Solutions.

Complaintsrgreat will be working with AKD Training Solutions to develop and sell sector-specific versions of their exciting and innovative training product - the Complaints Made Easy™ board game for trainers. Complaintsrgreat's clients can now purchase Complaints Made Easy training sessions or purchase a licence to use Complaints Made Easy™ to support internal training provision.

Using story-telling techniques to liven up your complaints data

Submitted by Michael Hill on Wed, 30/11/2011 - 14:08

Earlier this year, I attended a talk by Richard Sedley of Foviance on social media and customer service. Richard gave a very engaging presentation and reminded me of the importance of story telling in engaging with an audience.

Richard outlined the key components for a good story. They are:

Technology

The complaintsrgreat technology partners.

Social media and the need for integrated, multi-channel complaint handling

Submitted by Michael Hill on Mon, 27/06/2011 - 14:27

Social media has given business a new channel to evaluate and assess the strategies that will actually be required to deliver effective customer service - even if that assessment decides that the strategy should be simply to not make customer service available on that channel. Traditionally, companies have designed and implemented formal and official processes for capturing and managing customer complaints and feedback.

Resolving customer complaints across social media and traditional channels

Submitted by complaintsrgreat on Thu, 23/06/2011 - 22:55

Resolving customer complaints across social media and traditional channels

This free guide will provide you with an overview of the strategic considerations and tactical approaches to handling customer complaints on social media platforms and integrating your strategy across traditional channels.

Submit your details below to download your free guide

The 2011 Forgiveness Ratings

The Temkin Group have just published a new report - the 2011 Forgiveness Ratings.

All companies make mistakes, so they need customers to give them a second chance. But companies have built-up considerably different levels of goodwill. This research shows how willing consumers are to forgive 143 US companies.

The complaintsrgreat.com weekly magazine - issue #7

Hi everyone

We have missed a few issues because we have been working hard on developing our new sector-based discussion groups on LinkedIn and also making the publishing of our weekly news magazine a little easier. We have also been busy writing some new content and next week we should be able to share with you some of our thoughts on root cause analysis.

Our weekly magazine is now available in an online newspaper format - check out The Complaint Management weekly to read our latest issue.

Top 10 complaint management tips

Submitted by Michael Hill on Fri, 08/04/2011 - 18:28

Customers are often delighted if a business simply delivers what has been promised. However, we all know that customers are also increasingly aware of their rights and ready to complain when they perceive that they have received a poor service or experienced a product fault. Customers are judging businesses based on their problem solving skills and more and more companies are finding out that their ability to put things right when they go wrong will impact on their reputation in the marketplace.

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