Most organisations focus on resolving complaints faster, but the organisations making real progress are using complaints to improve how they operate.
In a poll of over 200 service, complaints and operations leaders, when asked whether organisations prioritise handling complaint volumes or using complaints to drive improvement, most said volume tends to win under pressure. This reflects where many organisations are currently focused.
Based on a live session with Aptean Respond and Elephants Don’t Forget, this e-book explores the critical shift in complaint strategy.
Core learning outcomes:
- Why falling complaint volumes don’t necessarily mean problems are resolved.
- How to shift from resolving complaints to preventing them.
- The role of failure demand and root cause visibility.
- Why frontline competence determines whether issues repeat.