Understanding the Complaint Journey

Companies now see the way to delivering happy customers often comes from understanding the other side’s complaints. In fact, 96% of respondents say customer service plays a role in their choice of and loyalty to a brand. With higher customer service expectations growing each year, businesses are training their employees to make decisions with a customer-first mentality.

In the world of complaints, each step is invaluable to ensuring the customer has a positive experience with your business. This paper brings you through the customer complaint journey and more, with tools that can help you:

  • Understand what customers want
  • Map out the complaint journey
  • Achieve customer service excellence

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