95% of customers who complain will remain loyal providing their complaint is handled effectively*. Yet, despite the fact that there are growing numbers of websites and consumer organisations set up to advise customers who wish to complain, there is little support for the organisations that deal with these complaints.

CSN regards effective complaint handling as a key part of service excellence and is not afraid to tackle this complex and difficult subject. Unlike the off-the-shelf solutions provided by some companies, CSN provides bespoke advice and support services. Here are some of the ways we could help you to improve your complaint handling:

  • Assessment we will carry out a detailed analysis of the way you handle complaints and make practical recommendations for improvement
  • Surveys we will design and conduct surveys to find out what dissatisfied customers think of your organisation and what they would like you to do to improve
  • Events we hold a number of complaint management events every year
  • Training we will train front-line staff in dealing effectively with customer complaints
  • Consultancy we will provide specialist consultancy advice, support and mentoring to help you improve the way you handle complaints

 

Our association with the UK Customer Experience Awards and our experience as a customer service networking organisation gives us unparalleled access to best practice methodology and this includes complaint handling.

* Source: PIMS database Strategic Planning Institute

FACT: A 1% cut in customer service problems could generate an extra £16 million for a medium-sized company over five years.
Source: Henley Centre

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