Are Companies Actually Ready to Handle Complaints? Uncover the Truth About Readiness and Training!

Most companies out there have a group of people dealing with complaints they also call it service recovery, but most of them are not doing it necessarily very efficiently. Most of the complaints teams that I speak to say to me, if I ask them, how many new complaints have you had in the last 12 months?
They have this blank stare and they tell me the same old shit. And I think sometimes they deal with the same old shit in the same old shitty ways, just because they don't take the time to actually step back and say, how can we be better prepared for this? How can we improve our skills? How can we design the things that keep on going wrong so that when it gets there, when it gets to us that we actually are very well prepared.
It's very much like you know sending people to war without giving them weapons without training them on those weapons and without playing through scenarios to say well, how is this gonna work? It's going to war without a strategy and what happens in those cases is your people lose and your customers lose and that's not great for business.
Join us for a FREE 60-minute introductory workshop on the art of handling complaints and then get the chance to spend 2 days with us in our intensive masterclass on service recovery.
Register here for the free 60-minute workshop:
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Brandlove was established in 2012 as a customer-focused innovation consulting and training agency. This year we celebrate 10 years of putting the heart back into experiences, one interaction at a time.
BrandLove is not a wise-ass, tell-you-what-to-do consultancy, and neither are we a kiss-ass tell-you-what-you-want-to-hear agency. BrandLove is a partner, working with brands to connect the dots. We are facilitators of an authentic discovery process, to help organizations find and implement their experience essence, while creating a safe space for design-thinking, collaboration and innovation.
We provide our clients with very pragmatic actions to immediately start improving their customer experience. In addition to that we guide the long term strategy to achieve customer and employee experience objectives.
- CX Agency of the Year 2022 (Customer Centricity World Series Awards)
- Member of the Customer Experience Professional's Association (CXPA)