Customers are becoming more expectant, complaining at higher volume across an increasingly disparate selection of channels. How does a company's complaints team keep up?
In this podcast we discuss the highly contentious topic of complaint handling, how it feeds into the overall drive towards improving customer experience, how businesses currently deal with complaints, whether they’re any good at it, the science and technology behind those that deal with complaints best and some tips and advice for those that don’t.
- Why social media might not be a valid platform to complain to a company. - Why technology is helping brands get to the bottom of what's making customers dissatisfied before they officially complain. - How psychology and behavioural economics are equipping the frontline complaints handlers in businesses with the linguistic tools they require to cope with customer rants. - What businesses can do to improve their complaint handling process.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.