Complaint management focuses on resolving customer grievances, identifying areas of improvement, and developing better products or services. The training your employees receive is imperative for the success of both your customer support and customer service departments.

Complaint management is an essential component of your Compliance Management System (CMS) and is handled by your customer service operations. For this reason, your employees are vital, as addressing customer complaints about products or customer service can be tricky for even the most seasoned employees.

A strong complaints program is not only a means to gather valuable customer insight, but it helps your institution understand risk and make improvements. This should not only lead to strong programs, and protection from reputation risk and regulatory fines, but also increased profitability, and increased customer satisfaction.