Many organisations lose escalated complaints not because they lack policies, but because their policies are not applied consistently. Here’s how governance and decision checklists can reduce risk.
What is the Service Recovery Paradox? Discover why early complaint resolution and learning from feedback are essential for building customer trust.
Low complaint volumes can hide risk. Learn why barriers to complaining prevent early insight and how accessible processes protect organisations.
Policies are often written with good intent, but over time they can drift away from day-to-day reality. This piece looks at how that gap creates dissatisfaction and why realistic...
Complaints are early warning signs. Learn why low complaint numbers can hide deeper issues, and how organisations can use complaints data to improve services and build trust.
Yesterday, I supported a Local Authority with some advice on best-practice complaints handling. The complaint itself was complex, sensitive and had been running for almost two years. Multiple decisions....
Practical de-escalation techniques complaint teams can use immediately to reduce escalation, improve trust and protect staff wellbeing.