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Prioritising first point of contact when dealing with complaints

32m · Create better outcomes - The Huntswood Podcast · 28 Jun 11:05

Huntswood’s CEO, Martin Dodd, is joined by Gavin Halliday, Chief Disruption Officer at Virgin Money, who draws on his vast experience within financial services to discuss what can be gained when customers are able to speak to the right person straight away.

If a customer is feeling frustrated or angry, the experience they have when lodging a complaint can shape the future of their relationship with the brand. The more that a company can do to resolve complaints at first point of contact (FPOC), or within a short window thereafter, the better the chances of customer satisfaction. In fact, our Complaints Outlook 2021 report found that 80% of customers are retained when a complaint is resolved within the first two days. This means there is a real opportunity for firms who prioritise FPOC to build strong retention and advocacy moving forwards.

Join us as Martin and Gavin discuss the importance of FPOC, the need for a smooth handover process when the complaint cannot be resolved immediately, and how firms can empower employees to deliver better customer outcomes through the complaints process.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

The episode Prioritising first point of contact when dealing with complaints from the podcast Create better outcomes - The Huntswood Podcast has a duration of 32:25. It was first published 28 Jun 11:05. The cover art and the content belong to their respective owners.

More episodes from Create better outcomes - The Huntswood Podcast

Prioritising first point of contact when dealing with complaints

Huntswood’s CEO, Martin Dodd, is joined by Gavin Halliday, Chief Disruption Officer at Virgin Money, who draws on his vast experience within financial services to discuss what can be gained when customers are able to speak to the right person straight away.

If a customer is feeling frustrated or angry, the experience they have when lodging a complaint can shape the future of their relationship with the brand. The more that a company can do to resolve complaints at first point of contact (FPOC), or within a short window thereafter, the better the chances of customer satisfaction. In fact, our Complaints Outlook 2021 report found that 80% of customers are retained when a complaint is resolved within the first two days. This means there is a real opportunity for firms who prioritise FPOC to build strong retention and advocacy moving forwards.

Join us as Martin and Gavin discuss the importance of FPOC, the need for a smooth handover process when the complaint cannot be resolved immediately, and how firms can empower employees to deliver better customer outcomes through the complaints process.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

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Complaints occur when the relationship between a brand and customer is at most risk of erosion. If handled right, a complaint can result in long term loyalty and advocacy. However, if handled poorly, it can result in losing that customer completely. This begins from the very first step in a customer’s complaints journey: research from our Complaints Outlook 2021 report found that customers who find it easy to complain are 28% more likely to stay with their provider.

To explore this in more detail, Richard talks to Sam Bettis, Social Media Director at UX agency Ethology, and Patricia Riddell, Professor of Applied Neuroscience at Reading University. They discuss the behavioural impact that barriers in the complaints journey can have, the knock‐on effect for brands, the benefits of listening to customers and what steps firms can take to ensure best practice.

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Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes, providing the guidance needed to drive better outcomes for your business and your customers.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

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Our expert insight keeps you up-to-date on the latest industry developments and regulatory changes, providing the guidance needed to drive better outcomes for your business and your customers.

For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

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For further insights and publications please visit the insights section of the Huntswood website.

For more information on Huntswoods services visit Huntswood.com

If you would like to get in touch regarding future podcast topics or would like to contact the speakers please do send us an email: [email protected]

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