In this chapter I address the benefits that can be gained via robust root-cause analysis in making improvements. I also cover:
• problem-solving techniques;
• service-improvement plans;
• communicating results to customers.
It is easy when handling complaints to become bogged down in day-to-day case management and forget one of the overriding benefits of complaints: they provide the organization with information to help it improve.
AXA Insurance provides financial protection to over 515 million clients worldwide and has 110,000 employees. In the UK complaints are handled at a business level, and if necessary escalated to a centralized customer care team. AXA receives ...