Round-up of the insight from Theme 2:

Let me speak to the right person straight away

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Complaints

Our call handlers share their insight from the frontline

Insight from expert call handlers is invaluable. Their experiences can help improve operations, customer experiences and complaint journeys

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Complaints

Podcast: Prioritising First Point of Contact when dealing with complaints

Huntswood’s CEO, Martin Dodd, is joined by Gavin Halliday, Chief Disruption Officer at Virgin Money, to discuss what can be gained when customers are able to speak to the right person straight away

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Complaints

Prioritising First Point of Contact when dealing with complaints

The first point of contact a customer has with a company is a great opportunity to build trust, set the tone and establish a relationship

Round-up of the insight from Theme 1:

Make it easy to complain

Listen to complaints
Complaints

Turn complaints into opportunities

By listening to what customers are saying during the complaints process, firms can tap into a powerful source of information

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Complaints

Podcast: Making it easy to complain

Huntswood’s Richard Brown is joined by consumer behaviour experts Sam Bettis and Patricia Riddell to discuss the importance of making it easy to complain

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Complaints

Why firms should be breaking down the barriers in complaints

Making a good impression during the early stages of a complaints journey can lead to trust and loyalty in the future

The Complaints Landscape

Luke Wootton, Director of Client Relationships and Lucy Gilly, Commercial Director at Huntswood set the scene for the complaints landscape in 2021. They highlight why the report is so important to business across all sectors and how the current and future landscape can impact you and your business.

Download now and get access to:

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Actionable insight at each stage of the complaints journey

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Best practice guidance from across sectors

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An understanding of the customers emotional journey

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The value your firms can access by getting complaints right

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THE HUNTSWOOD PODCAST

Theme 2: PRIORITISING FIRST POINT OF CONTACT WHEN DEALING WITH COMPLAINTS

 

Highlights from our Launch Event

Watch a few of the highlights from our launch event

WATCH THREE OF THE INSIGHTFUL SPEAKERS FROM OUR COMPLAINTS OUTLOOK 2021 LAUNCH EVENT

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Complaints

Complaints Outlook 2021 Launch Event - Phil Whichello - Human behaviours and the complaints journey

Phil Whichello, Director, YSC, talks through human behaviours and how positive experiences can build advocacy for firms.

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Complaints

Complaints Outlook 2021 Launch Event - Panel session

Our experts take questions from the audience on all things complaints - RCA to Covid-19 and the future of complaints handling.

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Complaints

Complaints Outlook 2021 Launch Event - Luke Wootton - Research summary and recommendations

A detailed view of the key findings from by the Complaints Outlook 2021 research.

Complaints Outlook 2021 - Final Thoughts and Moving Forward

Martin Dodd, Huntswood's Chief Executive Officer talks through his final thoughts and summarises the key points firms should take away from the Complaints Outlook 2021 whilst looking to the future and discusses what firms can do moving forwards.