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Paul-fam complaints The Brain-mist! - Coggle Diagram
Paul-fam complaints
The Brain-mist!
Complaints management importance
Prevent OS cases (save $$$)
Smooth customer journey - 1 ES
Creates universal agents
Identifying company feedback
Identifying coaching areas
Customer assurance
OFGEM happiness/regulations/audits
Resolution prevention trends
ES knowledge/confidence
Time to work
MEX process
Behaviours (complaints left)
NCP resets
Complaint process awareness
Complaint urgency (+56 days)
Tech restrictions
Brushed over during training
Lack of confidence!
Ideas/Actions
Challenging IFA SLA (Morgan & Lucy)
Share best practice! (ALL)
Complaints lay-out on Kraken (David)
Induction training - focus, importance, processes! (Morgan)
Celebrating complaint resolutions! (Tish)
Sharing complaint overviews weekly (fam channel)
Weekly complaint support link (fam channel)