Winning complaint handling behaviours

With complaint handling strategies rising up the agenda for customer-focused companies, our panel has reviewed three winning entries from the UK Complaint Handling Awards ’17 to identify how profits are boosted through a listen and fix attitude. Read more

An interview with Yorkshire Building Society’s ‘Inspirational Leader

The Customer Relations team has been on a major transformational journey over the past few years and strong leadership has been integral to our success. We wanted to celebrate and recognise this through the Inspirational Leader category. Read more

How the Fragrance Shop used reviews to boost sales and improve customer service

Established in 1994, The Fragrance Shop is the UK’s largest independent fragrance retailer. HQ’d in Manchester, they employ approximately 1,250 staff. Read more

What I Learned from Complaint Handling Awards ‘17

I was honoured to be a judge at the UK Complaint Handling Awards, and grateful that my employer Capita allows me the time to develop these extra-curricular activities outside of my role. As I am desperately passionate about customer experience, I was excited to see what the day ahead of me would be: a day focussed on improving the complaints procedures within companies, and examples of them going from being at their worst to becoming their best. Read more
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