We believe that “customer experience is defined by when things go wrong and how organisations respond and behave”.
Complaints management is a crucial part of customer experience: get it right and everything else becomes easier. However, just like a Doctor’s prescription for bitter-tasting medicine, many companies avoid it.
We have immense experience when it comes to supporting organisations to develop better complaints management and focus on behavioural and cultural change. Without these, you can have the best procedure on paper, but nothing will change.
Customers want solutions to their problems when things go wrong, not just a one-size-fits-all policy. We’ve built up our expertise in complaints management by working across a wide variety of sectors, from retail international hospitality brands to government and healthcare organisations.
Our approach is resolution-focused and evidence-based. We have created unique models that have been proven across different industries. Further, we have published research into the future of complaints management, focusing on how you can evolve towards a more collaborative relationship with clients.
Our solutions empower your people to resolve customers’ problems, rather than just respond to them. Let us write you a prescription that can help you transform each and every complaint into a positive experience for your customers.
“AKD Solutions always positively challenged us to think bigger and think differently, that is why we continue to work with them and have such a strong partnership. We always receive exceptional service from the team and the training solutions we create together never fail to win awards…… a great combination that always delivers a win win outcome!”
AKD Solutions (AKD) is an international organisational change consultancy whose purpose is to stimulate brilliance.