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Boosting the Bottom Line with Complaint Management

Transforming customer complaints into guidance about business management is an art - an art that has been mastered by customer-service teams at Sage, Aegon, and HSBC. The three finance-management companies have focused on complaints to improve products and serve customers better - earning recognition from UK Complaint Handling Awards judges in the process.

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Intelenet Works the Numbers for Barclaycard

Silver winners in both the Pro-Active Complaint Handling and Financial Services Team categories, Intelenet Global Services is one of the largest international providers of business services. With 55,000 staff members in 70 offices around the world, the company supports more than 100 companies in more than 25 languages.

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Complaint Handling and the New Economy of Emotions

An explosion of pricey restaurants has rocked London in recent years. It’s not hard to find a high-end eatery where dinner for two, dessert, and a glass of wine can cost £200 or more per person.

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Award-Winning Insight from Severn Trent; How Quantitative Analysis Leads to Qualitative Change

Innovative customer service is probably not the first thing that comes to mind when you think of your local water company. Water and waste-management firms don’t face a lot of competition, and they have been slow to adopt innovations in customer service and complaint handling. Right?

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Why Complainers Can Be Your Best Customers

The world of website management has its own vocabulary and a unique way of seeing the world. Many of the technical details are relevant only to the engineers who build servers and write software. But there is one notion from web-analytics jargon that has key relevance to the field of customer relations: bounce rate.

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Virgin Money Turns Unhappy Customers Into Friends

“A complaint”, Virgin Group founder Sir Richard Branson once said, “is a chance to turn a customer into a lifelong friend.”

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What is the Formula for Awards Success?

Malcolm Gladwell's bestseller Outliers: The Story of Success enjoys its 10th birthday this year. It was in 2008 that Gladwell published his analysis of what differentiates the world's highest achievers from the rest of us. Gladwell studied the achievements of the Beatles, Bill Gates, physicist J. Robert Oppenheimer, and others in hopes of identifying factors that everyone could use to achieve top performance.

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How UKCHA Finalists Arriva Trains Got Back on Track

Arriva Trains Wales is part of the Arriva Group, one of the largest providers of passenger transport in Europe employing more than 55,000 people and delivering more than 2.2 billion passenger journeys across 14 European countries each year. In 2017 Arriva Trains Wales were faced with a growing backlog of complaints, calling their customer relations managers to take some critical action.

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What I Learned Judging this Year's UK Complaint Handling Awards (2018)

This year I had the great opportunity to judge at the UK Complaint Handling Awards, covering the latest in complaint handling practices.

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Are you exploiting your complaints goldmine? 4 questions to check

Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question or, on some occasions, I’ve had to take a phone call from someone aggressively selling me PPI claims services I don’t need.

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Self-assessment tax deadline: what's the worst that could happen if you miss it?

An estimated 2 million people face a mad dash to file their self-assessment tax returns on time.

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Glassdoor Just Named the Top 100 CEOs (and the Results Might Surprise You)

Surprisingly, Apple's Tim Cook and GM's Mary Barra are pretty far down the list.

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Luxury Brands Win a Crucial Victory in Battle Against Amazon Distribution

Many luxury brands have taken a dim view of Amazon for a long time—they want to be able to maintain their luxury image by only selling their products through high-end channels, and Amazon isn’t that.

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GOP chairman says ‘red flags’ surround Russian cyber firm

“Red flags” surrounding the cybersecurity firm at the centre of allegations that Russia sought to steal U.S. secrets.

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Disruption at London’s Waterloo station ahead of strike

Rail services into the country’s busiest station were disrupted for a second day ahead of a strike by guards which will lead to hundreds of trains being cancelled.

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Why Customers Want Complaints Handled Within Minutes

Research has shown that consumers have increasingly lofty expectations in our digital world, and woe betide any organisation that fails to take this on board.

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After the Equifax breach, this is how many people have checked their credit

If the massive data breach at credit reporting company Equifax EFX, +1.15% didn’t scare you into checking your credit, you aren’t alone.

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How CO-OP put complaint handling at the heart of the brand’s revival

With a loss of £660m in 2013 and £2.5bn by 2014, it was clear CO-OP Food was in crisis and on the brink of collapse.

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How Tesla Uses its Top Employees to Tackle Complaints

Last year Tesla, the American automotive company, claimed the top spot in Consumer Report’s(https://www.consumerreports.org/car-reliability-owner-satisfaction/car-brands-ranked-by-satisfaction/) annual satisfaction survey which asked car owners to submit their opinions on leading manufacturers. In this report, 91% of current Tesla owners said that they would buy another Tesla car in the future, with many consumers wishing to support their mission to combat global warming.

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How Scottish Water empowers its people during a crisis

As a publicly owned company, Scottish Water is answerable to the Scottish Parliament and the people of Scotland. With 3,400 employees providing service to over 5 million customers, Scottish Water’s vision is to be ‘Trusted to Serve Scotland’.

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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.

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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.

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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.

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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.

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