Nigel Webb

Our most recent customer research and insight shows that organizations need to rethink conventional approaches to handling complaints. Businesses are driving customers down a complaints route even when it’s a service conversation they want – over 50% of customers don’t want to make a complaint, yet find themselves being driven down an internal process. Without understanding what kind of ‘justice’ the customer is looking for, the right resolutions will be missed and conversations will be escalated unnecessarily. Training people to identify the ‘justice’ the customer is looking for and providing the right resolution to match that ‘justice’ is key to driving resolution at FPOC.


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