Complaint management services

Services

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Are you truly learning from customer feedback?
Are your written responses having a positive impact on the customer complaint experience?
Are your classifications and categorisations of complaints providing you with the insights you require to identify emerging trends and tackle the root causes of complaints?
Are you using systems that are delivering all the features that you require to operate effective customer relations activities?
Have you considered the benefits of implementing a 'cloud' based solution such as managemycomplaints.com or usefulfeedback.com?

If you have answered no to any of the above questions, contact us now to find out more about how we can help you.

Our consultancy products will help you implement internal processes and systems that maximise the potential of your people to deliver great customer service and resolve customer problems quickly and fairly - turning detractors into advocates.

We deliver our consultancy, research and training products to a wide range of organisations across the commercial and public sectors.

We can also provide an independent complaint resolution service - helping organisations to satisfactorily resolve the most complex and serious complaints.

Please contact us to find out more.

Testimonials

"Just wanted to say that the customer feedback strategy is doing really well. People love the system and it has made a huge difference to the way we have been able to work. Very intuitive and people have taken to it very well indeed. You certainly made a positive impact here!"

Angela Gascoigne, Managing Director, Somer Community Housing Trust

"I found the workshop to be a good sharing of best practice session. The facilitated session was well presented and kick started some good debate around customer perceptions on brand, the role of social media in complaints handling and it was all done in a very fun and interactive way which I think got the group talking. A good use of my time!" Annette Wolfe, Nokia"

Annette Wolfe, Global Consumer Journey Manager, Nokia

Complaints Made Easy™

Complaints Made Easy™ is transforming complaint handling training across the country.

The Complaints Made Easy™ board game and training solution transforms complaint handling training into fun, interactive and engaging experiences. This innovative product will help any business or organisation to deliver significant improvements in the resolution of complaints. Complaints Made Easy™ has been designed to maximise both the successful resolution of complaints and the opportunities for improvement that they can deliver.

The key benefits include:

Flexible - use for an hour or a whole day of interactive learning.
Interactive - deliver training that grabs the attention of participants and involves everyone in structured debate and discussion.
Intuitive - simple game mechanics.
Focus on key issues - structure training to guarantee learning objectives are achieved
Engage any audience - deliver sessions to anyone - from senior management to front line staff.

How does it work?

Complaints Made Easy™ allows teams to determine the fate of diverse characters that have made different complaints and require satisfactory resolution.

An unlucky throw of the dice could land your team on a white square and penalise you for thoughtlessness or taking a poor attitude towards the complaint. But, landing on an orange square will bring a reward for correctly answering the question. Black squares allow the teams to interact with the facilitator, test their knowledge and learn more about various aspects of complaints handling. The winners are those who resolve their character's complaint. This is a bonus. The real winning is the abundance of learning in every square. Every question and exercises will help to alleviate the fear of complaints, increase resolution rates and support a fresh and positive attitude towards complaints handling.

What are the options?

We can facilitate your training sessions or you can purchase Complaints Made Easy™ and use it in house for a small investment.

You can purchase a licence to use the Complaints Made Easy™ board game. The training pack includes the board game, training manuals and a facilitator's manual. The facilitators manuals have all the questions and answers, as well as a range of exercises. All trainers must be authorised users.

We hold regular 'Train the Trainer' programmes for your trainers to attend. This is designed to equip your trainers with all the information and strategies they need to deliver effectively - whether in a team meeting or a full one day session.