Show complaints the door - Gesture management is a must

Gesture management to keep complaints under control

Complaints. It’s impossible to please everyone so unfortunately complaint handling is a necessary evil. However, dealing with customer issues in a positive, relevant and personable fashion can catapult your business in to the stratosphere.

Recent research by Mintel revealed that 51% of people believe friendly customer service is important for building trust in a brand. Within this, 45% highlight the importance of easily accessible face-to-face service. However, with more and more high street branches closing we are seeing a huge increase in digital customer service facilitation via chatbots and ‘Live’ assistance. This presents a major challenge for providers. How do you continue to deliver 5* customer service when less than a third of customers are interested in using an automated chat service?

One way to ensure your customer service stands out is to offer customers a little ‘we’re sorry’ or ‘thank you for your feedback’ reward. Blackhawk Network can help you develop a variety of reward/goodwill/compensation options to suit every situation. From branded digital vouchers that can be personalised, tailored and instantly emailed out for redemption at over 70 high street retailers to a branded, prepaid Mastercard providing customers with the best possible choice of where to spend the offered value.

With over 98% of people in the UK owning a current account it should come as no surprise that competition is fierce to keep customers satisfied and ultimately loyal. However, with Mintel reporting that 70% of people have not switched their account in five years and 18% are likely to do so thanks to the introduction of a simple ‘switching’ service, there has never been a more important time to up your game and ensure you are providing customers with customer service and complaints handling that is second to none.

To find out more about how Blackhawk Network can help you, click here to speak to one of our team.