I am the customer: Nicola Eaton Sawford

“Prepare your company for complaints via third parties”

I am the customer and I’ve found an easier way to complain. In future, I’m going to use an online tool such as Resolver to save me time, reduce my effort and maybe get me a better outcome.

Resolver is an interesting disruptor, attractive to customers who have an increasing propensity to complain, alongside ever increasing demands on their time. You can guarantee others will follow.

It enables customers to log their complaint swiftly using a template, armed with knowledge about their rights. The online tool automatically chases and escalates the complaint. It even tells the customer when it’s time to engage the Ombudsman.

The onerous task of making complaints has become less so – and that increases customers’ propensity to bother raising one.

Are you properly geared up for complaints via third parties? Will it confuse your systems with an unusual email address? Will that overwrite my real email address on your system? That sounds problematic.

Have you made sure the information Resolver is giving out about your company’s complaints policy, process and timelines is correct? If it’s not, it’s time to get it updated so it works better.

I am the customer and a complaint is my gift to you – a unique insight into how to improve your business, make me more loyal and more satisfied. It is an opportunity to make things right for me and other customers. Please accept my gift, even if someone else, such as Resolver, delivers it.

Nicola Eaton Sawford, managing director, Customerwhisperers.com