Alexandre Titos Uamusse’s Post

❓ Client question of the week ❓ What was the reason for implementing PHRED? "PHRED was put in place for customer complaints to be able to better track, investigate and document them. Then, last year the audits started including the customer complaints portion. We went through PHRED with the auditor and showed the tracking, report outs, improved root cause analysis and decreased repeat problems, and it was listed as best in class for corporate customer complaints systems and tracking. So, audits quickly became the biggest use for PHRED. It also brought the whole group together in the way we approach complaints, document them and report on them. In addition, we can track the cost of complaints in material, transportation, and other costs. These numbers get people’s attention and has brought on change a couple times, so this is something we’re leaning into more. PHRED has recently replaced our 5S audit excel worksheet. We were able to replicate the excel worksheet in PHRED so that everything is automated and logged in one location." Think PHRED could be useful in your organization? Give me a shout if you want to check it out! #8D #5whys #rootcauseanalysis #problemsolving #phredproblemsolving

To help your team excel in complaint handling, there are some specific questions you can consider to ensure that everyone is well equipped to handle anything that comes their way at work. https://lnkd.in/gfrav9et

Is your complaints process working for your customers and your business? In financial services, a robust complaints management system is essential, not just for customer satisfaction, but also for regulatory compliance. In our latest blog, we dive into the importance of effective complaint identification and how balancing undercapture and overcapture can impact performance. Also, learn how FCA’s Consumer Duty regulations play a pivotal role and why a well-structured system ensures success. Click here to read it: https://lnkd.in/euiyQ_mz #ComplaintsManagement #ConsumerDuty #FinancialServices #Compliance #CustomerExperience

Just finished the course “De-Escalating Conversations for Customer Service” by Myra Golden!  Nearly every customer service professional has encountered a livid customer. These individuals may yell, curse, or forcefully disagree with a policy that you must enforce, but can't control. Such situations are unquestionably tough, but—with the right approach—you can consistently de-escalate the tension. In this course, instructor Myra Golden shares strategies for defusing intense situations, providing practical approaches that can help you calm angry customers. Check it out: https://lnkd.in/ezWmbFQi #deescalation #customerescalationmanagement #customerservice.

Excited to have successfully completed the Customer Care and Complaint Management course on Atingi! Delving into best practices for handling customer concerns has been an insightful experience, and I’m eager to apply these skills for delivering ultimate service excellence. #CustomerCare #ComplaintManagement #ContinuousLearning

Establishing a solid foundation for call center quality assurance is essential for delivering exceptional customer service every time #QAExcellence #QANCRI #CallCenterQA #ncrisolutions #CustomerFirst #ncricanada #QualityMatters #ServiceSuccess

Your patience is about to pay off! Here's your first essential tip: 📌 Informing customers that the call is being recorded for quality purposes. Remember, these tips are most effective when used alongside a comprehensive call quality monitoring solution, like Voyc 😉. This guarantees good customer outcomes and provides a robust trail of evidence and management information (MI) for regulatory compliance.

Just finished the course “Customer Service: Problem Solving and Troubleshooting (2018)”! Check it out: https://lnkd.in/d4iNRM9N

Understanding your customers' needs is key to delivering excellent service. With Issuetrak’s Complaint Management Solutions, you can easily gather and respond to feedback, ensuring your customers feel heard and valued. Let us help you turn insights into action: https://hubs.ly/Q02Rgn1q0 #CustomerFeedback #CustomerExperience #ComplaintManagementSoftware

Just finished the course “Customer Service: Problem Solving and Troubleshooting (2018)”! Check it out: https://lnkd.in/dh7tJXD3