Complaints management
How an organisation handles a complaint is a critical moment of truth for the customer.
Huntswood has extensive experience of running complaint handling operations on behalf of a wide range of blue chip clients. This has given us best practice knowledge of how to handle complaints and how to identify and remedy the root cause of complaints.
Our structured approach to reviewing an organisation's end-to-end
complaints process is focused on the following critical areas:
- Customer experience
- Process efficiency
- Hand-offs and ‘bottlenecks’
- Complaint outcomes relative to the customer expectation
- Channel optimisation
- Management information
By reviewing those critical areas the complaints process can be
improved through:
- Lower contact times and elapsed times on handling the complaints
- Utilising management information to drive business change
- Addressing the root cause of complaints to lower inbound volumes
- Improving the customer experience
