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The Operational Excellence Show

Sep 18, 2020

Holistic complaints handling has nothing to do with hugging trees - yet the complaint handling process is changing post-Covid-19. 

My guest Sarah Lawrence worked for the financial services ombudsman for over 16 years - and therefore couldn’t be better positioned to talk us through what 'good' looks like in complaint handling.

She explains candidly why the current Dispute Resolution Rules are hopelessly out-dated (they are over 20 years old) and why we need to consider all communication channels to receive complaints. Including snail mail!

Sarah shows us what we can do here and now to prepare for the Tsunami of complaints that no doubt will hit businesses in the next couple of months. She also talks about why we - as leaders - owe extensive, holistic complaint handling training to our frontline staff.



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