Improved customer retention is one benefit of better complaints handling. Why it is more important to focus on the value of complaints than reducing their costs.
What is an Ombudsman? And how does Workpro case management software help Ombudsman offices worldwide to make a difference – every day!
Complaints are expected to rise as the Covid-19 crisis continues. Are you equipped to cope? We share some effective strategies from Workpro customers.
Whistleblower or Freedom to Speak up (FTSU) cases require careful handling. We share experience in implementing these challenging case types.
Complaints handling comes at a cost. But poor complaints handling costs more. What are these costs and how can you reduce them?
Repeat complaints and complaint clusters can be the most difficult to handle. The complaint handling experts at Workpro have put together some tips to help.
The SPSO’s Complaints Standards Authority has updated its innovative Model Complaint Handling Procedures (MCHPs) in the light of recent research, good practice and user feedback.
Reporting complaints data to the FCA every 6 months - for all to see - is potentially painful. How good complaints management software helps financial firms comply with FCA complaint handling rules and complaint trends.
Many companies start out using spreadsheets to record complaints. But spreadsheet-based systems cannot cope with the complexities of modern complaints management.
It depends on the kind of complaints you typically get – how complex they tend to be. It also depends on the consequences of process non-compliance – how much risk (cost and reputation) would poor complaint handling expose you to?
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.
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.