The Hayne royal commission emphasised the importance of effective complaint handling and identifying consumers in vulnerable circumstances. Along with having well trained staff and good complaint management processes, initially recognising and accepting that the customer’s call, email or letter, is a complaint, is also paramount. The financial services industry is changing: a cultural shift takes time, commitment and effort; but the cost of not doing so, and the opportunity lost, can be far reaching for organisations unable to adjust. How are you dealing with customer complaints challenges in the financial services sector?
Read More about how engaged staff can create a culture of effective complaints management and customer care in these changing times for financial services.