Tag: Complaint handling

Lenovo’s gold award for complaint handling higlights dedication to customer satisfaction

Lenovo’s EMEA Customer Care Team has won gold for Best Complaint Handling at the European Customer Experience Awards 2024.As a central hub for resolving customer issues, the team provides quick, clear communication and personalised solutions that consistently meet or exceed...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences.Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services.But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

What are the best practices and solutions for modern complaint management?

Every company out there knows that it is near impossible to not receive customer complaints at some point, on some level. However, they’re not all doom and gloom, and something to worry about. As Bill Gates says, “your most unhappy customer...

UK Complaint Handling Awards: 2021 Entries now Open!

Entries are now open for the 2021 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2021 will be the fifth year of the UK Complaint Handling Awards, this time held fully online, from start to...

High Visibility: The Importance of In-depth Visibility into Customer Complaints for Improved CX

As businesses of all shapes, sizes and scopes find themselves trying to mitigate increasingly transient customer demographics, we’re all having to work harder on our customer retention strategies. More than ever, the emphasis for most businesses has shifted to building...

2020 UK Complaint Handling Awards: Meet the Winners

The 2020 UK Complaint Handling Awards have taken place in London, celebrating the people, companies, and initiatives behind some of the best customer service operations in Britain. Hosted by Awards International – holders of an Independent Awards Standards Council Gold Trust Mark...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Civica Partners 2020 UK Complaint Handling Awards

Global digital solutions provider Civica has been revealed as a Gold sponsor for the upcoming 2020 UK Complaint Handling Awards. Civica provides a wide range of solutions for the public sector and regulated private sector markets around the world. In the...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...