Complaint handling

Sarah Cook and Steve Macaulay

The number of customers who are prepared to complain is rising. Effective complaint handling can drive business improvement, improve internal communications and increase operational efficiency.

Complaint handling

Sarah CookThe Stairway Consultancy

Steve MacaulayCranfield School of Management

Research in the UK by the Institute of Customer Service reveals a rising customer trend: around 75% of customers are now prepared to complain, up from 50%...

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