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Complaint management as a competitive advantage: Geography, psychology and customer service

Trend for UK telecoms onshoring customer service jobs Last month it was announced that Vodafone is to ‘repatriate’ 2,100 customer service roles back to the UK, part of an increasing trend for telecoms providers to onshore jobs back from the lower wage economies to which many have been shifted over the last 20 years or…

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UK Complaint Handling Awards 2017: Results and an interview with chairman Michael Hill

UK Complaint Handling Awards 2017 results Last month saw the UK Complaint Handling Awards 2017 take place in London. This was the first ever event of its kind in the UK to focus on how well businesses manage consumer complaints. After adjudication by panels of independent business experts the following winners were announced and had…

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37 billion reasons UK companies should embrace complaint management!

New study shows the cost of poor customer care A new study based on a survey of almost 2,500 people across the UK reveals that last year 28% of consumers chose to spend less with a company or took their business elsewhere after receiving unsatisfactory customer service. The independent body Ombudsman Services, which provides dispute…

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UsefulFeedback client Direct Line finalist in UK Complaint Handling Awards 2017

First ever UK event of its kind fast approaching Back in September we blogged about the UK Complaint Handling Awards 2017. This is the first ever event of its kind in the UK that focuses solely on how businesses manage consumer complaints. The awards give recognition to: The increasing importance to business of effective complaint…

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Adult social care needs to embrace complaint management as strategic business practice

Adverse publicity feeding poor image of adult social care sector Recent adverse publicity has surrounded complaints in the adult social care sector. In November, the BBC’s Victoria Derbyshire programme reported that “hundreds of care homes” had engaged in the practice of banning relatives from visiting elderly residents because of their complaints about the quality of…

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Building the business case for a cloud-based complaint management software system

Making the business case for a complaint management solution Many organisations that need to manage complaints still use manual, labour intensive methods that combine paper forms, copy typing, spreadsheets and databases to provide the ability to perform a range of essential tasks. Typically, some of the main activities include recording, tracking, managing and prioritising, as…

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UK Complaint Handling Awards 2017: Another recognition milestone on the value of effective complaint management

First ever UK event of its kind highlights importance and acceptance The UK Complaint Handling Awards 2017 is the first ever event of its kind in the UK to focus solely on how businesses manage consumer complaints. The awards are set to become one of the most important events in the calendar for complaint management…

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Public sector complaints management and the age of austerity

Public sector watchdogs on heightened alert! Last week saw public sector complaints and standards of service thrust into the spotlight in two key pieces of press. The first one addressed the question of service standards in government departments and the NHS in England and other public bodies, while the second saw an increasing level of…

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Tougher technology rules for US mortgage providers puts complaints management in the spotlight

CFPB signals “cannot hide” when it comes to technology Late last month US regulator the Consumer Financial Protection Bureau (CFPB) signalled to US mortgage servicers that it is about to get tougher. There are three main aspects behind the initiative. CFPB is to take a dim view of those that use inadequate technology. Servicers have…

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Taking control of complaints in fast growth businesses

A romp through the history of energy market deregulation! For many market deregulation is a welcome process. Breaking an oligopoly, the situation where a market is controlled by a handful of powerful players, is widely seen as a good move for consumers and businesses. Some suggest the distinction between an oligopoly and a cartel is…

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