Complaint Management

Guidance and online software for effective complaints management

Brilliantly managing complaints

It is profitable to manage customer complaints well.

More importantly, it is the right thing to do.

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:

    • 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

Gain the advantage of well managed complaints.

With over 25 years’ experience in complaint management, it is with pleasure that we help our clients to manage complaints more profitably.  See our services listed here – ranging from complaints systems to complaints management coaching.  We have what you need to give you the advantage.

Our services for your complaint management success:

  • Complaints Systems
  • Process Design
  • Quality Review
  • Call Analysis
  • Coaching
10 Steps to Complaint Management Profitability – Introduction

10 Steps to Complaint Management Profitability – Introduction

About our Complaint Management Services
Online complaints systems
We have three effective systems (web apps) that support complaints management success:

  1.  Complaints Reporting Tool – to capture, track and report on complaints both inhouse and handled by third parties
  2.  Customer Feedback Tool – similar to 1 above, along with the added functionality to capture, track and report on compliments
  3.  Conduct Improvement Tool – to delegate, monitor and report on business improvements based on complaint insights

All our systems (tools) are available on a subscription basis, making them cost-effective and simple to implement.  We have made them real easy to use and we customise them to suit your needs.
Designing best processes
We design or redesign complaints management processes to be efficient and create excellent customer experiences
These processes include details regarding:

    • Quality complaint handling and customer communications
    • Escalations and disputes
    • Fair compensation
    • Root cause analysis and rectification
    • Regulatory and management reporting

Independent quality assurance
To brilliantly manage complaints, quality management is crucial.  Even companies with their own Quality Assurance (QA) teams need independent reviews.  Brilliance provides quality reviews for clients who: (1) don’t have sufficient capacity within the QA team; or (2) want independent reviews to supplement their QA team; or (3) don’t have a QA team.  We also help clients looking for input regarding what quality standards to put in place or who want help setting up a QA team.
Examples of the quality reviews Brilliance does:

    • Quality review of standard complaint related communications
    • Review of quality of a sample of written or telephonic communications
    • Assessment of the quality of complaint handling
    • Complaint training quality review
    • Quality review of Agent recruitment and performance management
    • Review of existing quality standards and policies

Analysis of recorded calls
 Analysing recorded telephone conversations with customers is valuable for numerous reasons:

    • It identifies agents handling calls brilliantly and instances where they need to improve
    • It picks up on trends of key words being used by agents and/or customers
    • It provides insight into reasons for calls beyond that which is captured on the system
    • It reveals patterns of excellence or weakness in business processes

But many companies do not have the resources nor technology to analyse ALL their call recordings to effectively obtain reliable insights from call analysis.  Let Brilliance do that for you.  Some companies miss out on the rich value of call analysis because they only analyse a sample of calls each month.  It is far more valuable to have every call analysed.  Try it for 3 months and see the value.
Complaints management coaching and training
How inspired are the people who are receiving your customers’ complaints?  What techniques have they been given to help them handle the intensity of negative emotions?  How well equipped are they to use their tone and word-choice to build customer trust while dealing with a complaint?  How clearly do they understand your service quality standards?  Brilliance coaching and training will support your excellence in complaint handling.
For leaders: How do you keep your team strong in terms of the above issues?  How much discretion are you willing to give them in decision-making?  How do you raise your team’s performance?  How do you balance the focus on both your customers and your team members?  How do you analyse complaints trends and ensure appropriate corrective action?  Brilliance coaching and training will support your success in complaint management.
“Customer complaints tell us what is important to our customers.


How well are we listening between the lines?”

Samantha Hillion-Burns

Happy Brilliance clients

Feedback from some of our clients

“This solution [one of the Brilliance systems] is brilliant!  We are very happy with it.  I honestly don’t know how we did without it.  We were delighted when heard Brilliance offers more than this. “

Compliance Officer at Ithala Bank

“You have made my life 100% better with the Customer Feedback Tool. This amazing system helps us hugely with Complaints, Compliments, CBRs [Conduct of Business Returns] and more.  Users are loving it!!!  So do I.”

Head: Customer Care at Momentum Insurance

“Brilliance’s expertise in complaints management and fair customer outcomes, as well as extensive systems knowledge is excellent.”

Special Projects Head at Alexander Forbes

Let’s work together to make customer complaints easier to manage.

Still using a spreadsheet to track complaints?

Spreadsheets are great for certain things but when it comes to tracking complaints, Brilliance systems are the way to go.   Plus we have special solutions for those with a small budget and those who have third parties dealing with complaints on their behalf.

Our complaints systems are available on an easy subscription per user.

Enjoy the cost savings: no need to buy the software or maintain it; no need to buy a server or set up a systems infrastructure.  You just need internet access.

These systems already meet the needs of over 150 other companies – the chances are they can meet your needs, too.

Want a custom-developed complaints management system?

At Brilliance we love solving complaint management problems and helping our clients achieve the customer success they are looking for.  Sometimes this entails creating a new web application or proprietary system uniquely for them if they prefer that to our off-the-shelf systems.

We do the business analysis, design the solution and draft the functional specifications for client sign-off. Once approved, we develop the system and project manage the collaborative process of testing and deployment.

Want superior customer communication?

Complaints are often highly charged with negative emotions.  Communicating well in these situations marks the difference between success and failure when it comes to complaint handling.  Our experience and academic studies in communications, customer psychology and English language make us well suited to help our clients.  

We review your standard written customer communications and redraft them where necessary.  We assess your ad-hoc customer communication on email or social media and provide guidance on improvements for future.  Take advantage of a no-risk opportunity: Send us a typical example of your customer communication and we’ll give you some feedback at no charge.

“Recent global research indicates that 91% of customers who are unhappy with a company will just leave without complaining.”

“Let’s listen extra-carefully then to the 9% who do us the kindness to complain.”

Samantha Hillion-Burns and ThinkJar Research 2020