Member Since: 6th Aug 2010
I am the founder and Managing Director of complaintsrgreat.com - a company that was set-up in 2000 to champion the benefits of effective complaint management. I have given talks, around the world, on the benefits of designing and implementing effective customer feedback management processes and have contributed several articles on breaking down the barriers to complaining, business-to-business complaints and why companies can gain from well-handled complaints.
My expertise and knowledge of complaint handling originates from previous careers as a successful complaint investigator, front-line housing finance officer and also IT help desk adviser - within both financial and local government sectors.
I have worked with many businesses reviewing customer feedback processes, conducting research and benchmarking, auditing feedback schemes, providing independent investigations of problematic cases and advising companies deploying business-wide customer feedback management software.
I am also a judge for the UK's National Customer Service Awards, Board Member of the Society of Consumer Affairs Professionals (SOCAP in Europe), committee member for the British Standards Institution's Customer Service Committee and Independent Complaints Reviewer (ICR) to Metropolitan Home Ownership.
MD complaintsrgreat limited
25th Jul 2012
The customer that experiences or discovers a problem with a service or product, will decide to: take no action the customer decides not to...Blog
21st Feb 2012
We are experiencing a rapid increase in the availability of technology-driven products that facilitate a platform that we will interact...Blog
3rd Dec 2011
Earlier this year, I attended a talk by Richard Sedley of Foviance on social media and customer service. Richard gave a very engaging...Blog
19th Oct 2011
Complaint management requires your organisation to focus on internal and external communications - your customers give comments on services...Blog
9th Jul 2011
I want to share with you a personal complaint handling hell. I've had my fair share of negative service experiences - and some positive...Blog
27th Jun 2011
Social media has given business a new channel to evaluate and assess the strategies that will actually be required to deliver effective...Blog
11th Apr 2011
Customers are often delighted if a business simply delivers what has been promised. However, we all know that customers are also...Blog
17th Mar 2011
I've recently read a couple of interesting articles on strategies to eliminate complaints using tactics such as root cause analysis and...Blog
8th Mar 2011
This afternoon, I was travelling in to London from St Albans by train. I had a short wait for my train and so popped in to the cafe on the...Blog