A tightly managed complaints journey mapped out for your customers can result in transformative results for NPS surveys and other important customer satisfaction metrics.  

This might sound simple to implement, but there are several moving parts which need to be trained, implemented and improved over time to achieve the smoothest journey for customers in need.  

In this session, you will:

• Gain insights into how Experian improved their complaints journey resulting in a post complaint NPS score of +40 points.  
• Understand the importance of keeping customers informed first and foremost to disarm negative emotions during a complaints experience.  
• Discover the training and development aspects of complaints transformation within Experian, empowering their customer-facing team members to turn a complaint into a compliment.