Taking a look at the complaints handling news, results published in  June are worth a second look. This news that complaints volumes are rising at Britain’s railway companies can easily be accepted. Most people will have heard of overcrowding. In late June, 50 year old pieces of railway infrastructure struggled with the heat. No wonder [...]

If you’ve been wondering what our complaints handling training is like, why not take a look at what one of our satisfied customers thinks about our complaints handling training? If you would like more information just email me or call on 0845 165 6269 Alison Alison Miles-Jenkins Training To Achieve

Is good complaints handling simply about having good systems and well-motivated people? That is part of the answer but it is not simply about these two elements. To improve your complaints handling performance you need to begin with the setting the right customer service culture. If your culture does not value complaints then no matter [...]

In recent articles we’ve been raising the profile of social media complaints handling.  There is growing evidence that customers are increasingly turning to Twitter and Facebook to vent their frustrations at having their complaints ignored.  Online campaigning is becoming a power tool forcing businesses to fix unresolved complaints. News from Australia recently featured the consumer [...]