Complaints cost UK economy £23 billion a year…what share is your organisation causing and carrying?
Citizens Advice has called for the government to simplify and improve processes for resolving consumer problems.
Many veins run through a complaint. Properly recorded and analysed, the lessons learned really can become the lifeblood of continuous improvement and disaster aversion. Squander these opportunities to improve and your organisation risks death by a thousand cuts.
Organisations that embrace complaints have the opportunity to improve their systems and processes and restore goodwill with their customers - they provide the essential feedback we need.
The secret to dealing with difficult complainants is in having robust and transparent complaint handling systems and processes, according to Amy Fish of Concordia University.
Ontario Ombudsman Paul Dubé stressed the importance of a fair and credible complaints handling process during his keynote speech at the recent 2017 Forum of Canadian Ombudsman Conference in Canada.
Scottish businesses need to take action to deal with customer complaints, says a report.
The latest data published by Ombudsman services, an independent provider of complaint resolution services, found that there has been an increase of 4 per cent in customer complaints in businesses across Scotland.
Companies who invest in complaints handling systems and software have an opportunity to learn from their mistakes, reduce risk and improve customer satisfaction.
This short video introduces Workpro software for complaints management. It gives an overview of the main features and benefits, with some short product video clips to whet your appetite!
Relying on spreadsheets or your CRM to handle complaints management could soon end up causing you additional stress and costing you time and money! We give our top five reasons why we believe that you should consider the benefits of dedicated complaint handling software.
Persistent customer complaints can be the most difficult for organisations to handle effectively and it’s easy for emotions to run high; whether it’s multiple complaints about one issue or repeated frustration from one particular customer.
The complaint handling experts at Workpro have put together these top 5 tips to help you maintain control, reduce frustration and handle repeat customer complaints more effectively.
Business leaders that tackle customer complaints and implement a good complaints management system will boost customer retention and save costs.
There is no doubt that there are some costs associated with implementing a good complaints management system into your organisation, but you may be unaware of the harm and greater costs that poor complaints handling is causing to your business.?
Faced with a budget cut of 37%, the Local Government Ombudsman (LGO) implemented a radical business transformation project, which combined significant culture change with simplified, streamlined ways of working.
A key part of the organisational revamp was updating their Workpro case management system to match and support their redesigned business processes.
Just how far do companies allow things to go with a complaint, irritating a customer? And what impact does this have on caring team members?
CAS Chief Executive Ken Naismith has been giving this some thought after he found himself embroiled in his own real-life example of a badly-handled complaint.
Ontario’s first Patient Ombudsman came into effect on July 1st 2016.
A robust procurement exercise led to the selection of Workpro case management software from Edinburgh-based Computer Application Services Ltd (CAS).
It's a big headline number. A payment of £18m in consumer redress was imposed on Scottish Power following an investigation by regulator Ofgem into poor customer service and complaints handling. Problems which led to more than 1 million complaints within 18 months.
But the true cost goes beyond the compensation payments. Might it look something like this?...
“Teams of all sizes can individually benefit from the collective experience, and cumulative spend, of the Ombudsman community”
If you are one of the “big players”, there are a number of systems available to support your case management – the bigger the budget, the wider the choice. But finding affordable software for smaller casework teams can be something of a challenge. Indeed schemes of all sizes have to ensure that their case management system is giving them value for money.
Ombudsman schemes - so used to dealing with complaints about other organisations - are facing a new challenge, the phenomenon of online critics.
Health service ombudsman Julie Mellor has described the NHS in England as responding to concerns and complaints with a "wall of silence". Her powerful criticism came as a new report was published into the quality of NHS complaints investigations.
Complaints are inevitable at some point for most organisations; it is how they are dealt with that matters. A swift response is crucial, not just for keeping the customer happy but also to keep costs down.
Long gone are the days when complaints had to be made by writing a letter and sending it in the post. Now there are so many ways for unhappy customers to make their views known, including social media, with the frightening possibility that a complaint can be seen by hundreds or even thousands of people. It is a potential minefield for a company's reputation. Thankfully there is new help available from BSI to make it easier for organisations to negotiate the tricky complaints handling process.
Well handled complaints really are crucial in the NHS. This has become even clearer to us at Workpro after we had a fascinating meeting with a specialist feedback and complaints consultancy service that has a particularly appropriate name: WellHandled.
The devastating impact on families and loved ones of poor complaints handling by health and care providers is highlighted in a new report. It suggests there is considerable room for improvement.
Ofcom has revealed the latest figures for the best and worst customer complaints for landline and broadband service, with EE receiving the most complaints. However, data for the nine months to Dec 2014 showed a continuing decline in total volume of complaints overall. This led me to wonder - are services getting better? Are customers becoming less likely to complain (contrary to what general trends would suggest)? Or is another factor at work?
CAS is pleased to announce that our core case and complaints management system Workpro has been awarded a place on the latest UK Government G-Cloud 6 framework agreement.
Certain considerations come up every time we discuss website integration with Workpro case management software clients so our Business Relationship Manager has created a summary list as a useful starting point for your own website integration project.
Hands up, be honest, who knew that there was a British Standard for the management of customer complaints?
The most recent standard in this area (ISO 10002) was published several years ago and we believe, with so many organisations being penalised for badly handling complaints, it is high time for a new standard in this area. Best practice, as well as the technologies available to support it, have moved on considerably.
So timing couldn’t be better for BSI’s forthcoming publication of an up-to-date standard....
The Scottish Government is proposing changes to the NHS procedure for handling complaints. Key NHS stakeholders in Scotland were notified of this in writing on the 28th January 2015 (see SPSO News dated 18th February 2015).
It's hardly the headline you'd expect to see in professional publications - more like an ad for a wonder spray that's on special offer. Workpro complaint management software is not quite a magic wand, but organisations are invited to save a whole lot of time and trouble while they return the shine to a tarnished reputation by bearing in mind a simple rule...
...what the best organisations have been doing for years.
The legal profession is putting its weight behind the importance of good complaint handling. Increasingly organisations are required to demonstrate that clients can easily and constructively complain and achieve resolution without the need for costly legal action.
Our five busts to some of the most common complaints handling myths...
Speaking at a recent complaint handling seminar in London, one of our customers made a very valid point; there's a big difference between a person being outraged about something that doesn't suit them, and an outrage being committed against them.
Traditionally, if a customer received a bad experience from a product or service, they would go and tell their close friends and family. Perhaps no more than a handful of people would hear about it.
Now, with the power of social media, a customer can vent about their experience immediately and to an incredibly large audience.
Handling complaints is possibly the most important aspect of customer relations - so why do we fear them so much? A badly managed complaint can lose your business valuable time, resources and customers, and as businesses we often fear them. Do not worry we are here to help!
When it comes to complaints, persistent complaints can be the most difficult to deal with; whether it is dozens of complaints about one issue or repeated frustration from one particular customer. Now that it is easy and quick for customers to complain, you might even find the same complaint coming in through several different outlets. Here are our top tips for dealing with repeat complaints…
Ever thought that your complaints can be handled more effectively, or had a further complaint due to a poorly managed existing complaint? Having a complaints management system to collate and collect these issues has many advantages…
Faced with a complaint (and even the best organisation gets them) an organisation not only has the potential cost of putting the situation right (such as compensating the ill-served), but risks big fines for poor complaints handling, for the lack of a good system itself. Homeserve were fined £30.6m by the FCA * earlier this year for poor complaints handling. Complaints handling at Npower is currently under investigation from Ofgem
It used to be said that UK citizens were poor at complaining. Picture a restaurant scene - diners discussing how disappointing the meal is, yet when the waiter asks how everything is, "Fine thanks" comes the grimacing chorus.
If you work in front line services you'll have realised that Britain its finding its voice (and not just for talent shows). Not only more willing to complain, we have latched on to the US compensation culture which, until recently, was so derided elsewhere.
As a supplier of complaint management software to several UK and Irish Ombudsman and Commissioner schemes, I had the opportunity to attend the Ombudsman Association’s annual conference earlier this month (15-16 May, 2014). I was struck by the Ombudsman community’s concern to ensure they are visible and accessible to the people who need them, and how important it is for suppliers like ourselves to ensure our software supports them in that goal.
At CAS, our mission is to minimise the impact of complaints while maximising the opportunities they afford.
Consumer group Which? recently launched a campaign designed to make sure that public service organisations take action when people complain about the services they have received.
It’s just the latest in a series of moves to empower the consumers of both public and private services – and in our view it is a positive move. Why? Because at the end of the day effective complaints systems not only benefit the people complaining but also the organisations complained against.
My last blog post was about the cost of complaints. But what about the non-financial costs of complaints? Or to put it another way: the benefits of complaints.
Increased employee engagement and innovation - just two benefits experienced since moving to @employeeownership #