Complaints Experience
COMPLAINTS EXPERIENCE
The Complaints Experience journey is shifting from response to resolution.
Organisations emphasise responding in 28 days on the right template whilst avoiding a genuine apology.
None of this adds value; instead, they’re often distractors and inhibitors.
Refocussing attention and energy transforms the Complaints Experience. It requires a different culture, mindset and systems, but the beauty is, it gets better results for both the customer and the organisation.
We call it the shift from “us and them” to “we”. It’s challenging, yes, but achievable. We know because we’ve already helped many organisations do it.
Complaints Are Like Medicine: Sometimes Hard To Swallow, But Good For You
Refocussing attention and energy transforms the Complaints Experience. It requires a different culture, mindset and systems, but the beauty is, it gets better results for both the customer and the organisation. We call it the shift from “us and them” to “we”. It’s challenging, yes, but achievable. We know because we’ve already helped many organisations do it. We have immense experience in supporting organisations to develop better complaints management, focusing on behavioural and cultural change. Without these, you can have the best procedure on paper, but nothing will change.
We’ve built up our expertise in complaints management by working across a wide variety of sectors – from retail, international hospitality brands, government and healthcare organisations. Our approach is resolution-focused, and evidence-based. We have created unique models that have been proven across different industries. We have also published research into the future of complaints management, focusing on how you can evolve towards a more collaborative relationship with clients.
Get in touch with us today to explore how we can support a more positive and resolution-focused approach to complaints management.
“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!”
Gary Jackson
Mears
Have questions?
Phone: +44 (0)345 034 1105
Email: contact@akdsolutions.com
Address: Unit 4, Daisy Business Park, 19-35 Sylvan Grove, London SE15 1PD
