Effective complaints management and service recovery is key to customer retention, ongoing product and service improvement and ultimately business success.
Brilliance works with its clients to:
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- Gain deeper, more actionable insights from their complaints data
- Suitably categorise and accurately report on complaints
- Analyse and rectify root causes
- Manage the full cycle from complaint handling accessibility to business improvement
- Communicate more effectively both verbally and digitally
- Improve the way complaints are handled
- Reduce volumes of complaints over time
- Increase customer compliments on how well complaints are handled
- Increase the performance and satisfaction of complaint handling employees