Posted: 25th August 2016
It is hard to overstate the importance of ensuring a firm has the right people in place to handle complaints, and that they are well equipped to achieve fair outcomes for their customers.

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How can firms can build an effective training and competence (T&C) approach to achieve complaints excellence?
Posted: 25th August 2016
It is hard to overstate the importance of ensuring a firm has the right people in place to handle complaints, and that they are well equipped to achieve fair outcomes for their customers.
The nature of work has changed and will continue to do so. How do we bridge the 'skills gap' that has emerged?
Insurance firms must ensure that their staff are appropriately upskilled to meet the requirements of the IDD
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Forget NPS and CSAT scores, says Moira Clark of the Henley Business School. Good customer experience is really all about "ease"