Ian BarkerNov 22, 20212 minHow to prevent a customer going to the Ombudsman with a complaintIf a complaint goes to the Ombudsman, then you're facing hundreds of pounds in case fees to resolve the issue.
Ian BarkerNov 17, 20212 minHow managing a customer’s complaint effectively can lessen the riskMaintaining contact with the customer when resolving their complaint is key - in this article we provide some real world pointers
Ian BarkerNov 13, 20213 minHow to reach a pre-agreed resolution with a customerIndustry data shows that change of supply, billing, and read dispute complaints require further actions to resolve the issue, often...
Ian BarkerNov 12, 20212 minHow empowering your frontline team increases first contact resolutionWhen a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then....
Ian BarkerOct 19, 20212 minSave time and money by reducing your contact to complaint ratioTaking a hard look at your Contact to Complaint Ratio can help identify processes needing urgent improvements.
Ian BarkerOct 19, 20211 minBFY Group - Complaints InsightsHere at BFY Group we aim to solve the most challenging problems clients face, creating opportunities for them to increase their...
Ian BarkerDec 31, 20201 minJoseph Cooper - Operational ExcellenceJoseph supports our Retail clients to improve their operational processes and business performance.
Ian BarkerDec 31, 20201 minWade Robertson - Process TransformationWade works with clients to improve processes and customer journeys.