In the second of our series of guest blogs on key issues for complaints handling, Sarah Lawrence, former Technical Manager at Financial Ombudsman Service explains why quick answers aren't always the best approach to complaints handling.
In a world of increasing technology and self-service, we still find that a significant number of people still feel the need to connect with another human being when things have gone wrong. But, in a world that needs ever faster resolutions, it can seem puzzling to see that overall customer satisfaction has fallen over the past two years, according to the Institute of Customer Service. Surely with increasing speed and technology, comes better customer experience?
