To find out how we can help you with bespoke complaint management, please contact us today
Why use QASSS complaint handling solution?
We’ll take away the headaches and save you valuable time and money, whether on internal staff costs, management resources, or training. Plus, you’ll have more flexibility and full cover during peak periods.
Not only that, our dedicated agents have experience in mediation and take the time to ensure customers feel loved again, which helps not only maintain or restore faith in the brand but also ensures the right outcome for installers financially. Installers’ best interests are always our priority.
We know from experience that good complaint handling is critical to the home improvement sector and your reputation. With the emergence of social media and online platforms that support customers’ abilities to comment on a company’s reputation, it is increasingly important for businesses to deal with and correct a complaint, quickly and effectively.
Our approach and experience mean that we can handle a wide range of different customer scenarios to deliver quick resolutions, driving better customer outcomes whilst safeguarding the reputation of our clients.
Just a few of the business benefits of using our
complaint handling service
Overhead savings
Reduce internal staff costs, overheads and free up management time and resource.
Rapid resolution
QASSS are industry leading for speed of resolution, driving better outcomes for clients and customers.
Protect brand reputation
High quality customer service can help turn complainants into loyal brand advocates.
Quality assurance
Over 10 years’ experience in the sector ensuring in depth technical expertise.
Avoid legal proceedings
Customers will be less likely to bring court actions that are costly, time-intensive and in the public domain.
Reduce churn
Maintain good customer relations, increase retention and avoid deadlocks.
Continuous improvement
Root cause analysis and insight is used to drive continuous improvement.
Reduce escalation
QASSS will help resolve complaints quickly and efficiently to reduce the incidence of escalated complaints.
Contact us today to find out how we can help your business save time, in-house resource and money
Complaint handling case study
Our outsourced complaint handling solution is used by one of the UK’s largest boiler installers to help free up internal resources.
To help free up internal resources to focus on sales and generate cost-savings in complaint management, Zanussi enlisted our award-winning team to manage their entire complaint handling operation. Find out how we helped them and what they think of our service.
Click here to read more.
Watch our latest video to find out more about our outsourced complaint management service.
Our approach
Our approach to complaint handling ensures that we always aim to deliver appropriate outcomes and continually promote a culture of fair treatment.
All our complaint teams have specialist experience in the home improvement and renewable energy sectors and receive rigorous ongoing training to ensure that they deliver the best results for businesses and their customers, all the while saving them time, money, and resource, whilst avoiding reputational damage.
Our complaint handling solution
We’ll deal with your complaints as an extension of your team, providing an outsourced, white-label complaint management solution, fully branded as your company.
- Dedicated complaint handling agents.
- Intelligent call routing.
- All contact with customers is fully branded.
- Fixed cost plans.
- Robust audit trail including management information and root cause analysis.
- Optional add-on to use QASSS to manage disputes using our ADR (alternative dispute resolution) service and remedial works management service as required.
Do you know the cost of complaints on your business?
Citizen’s advice monitors consumer complaint trends. Over the last 12 months to September 2020, they dealt with over 32,000 issues and complaints relating to the home improvement sector[1] (the second highest sector complained about).
The potential costs of complaints and mishandling of complainants is huge:
- Bad customer service costs firms over £37bn[2] annually.
- Over 92%[3] of dissatisfied customers do not complain and will just leave.
- Unhappy customers influence on average around x24 others whether verbally or on reviews and social media, which can not only impact your reputation, but increase your customer acquisition costs.
Calculate the cost of complaints on your business
Do you know the true impact of complaints on your business? QASSS have produced a handy calculator where you can input your business figures to calculate how many customers and associated revenue and margin you could be losing due to the mismanagement of complaints.
References
[1] https://public.tableau.com/profile/citizensadvice#!/
[2] https://news.sky.com/story/bad-customer-service-costs-companies-37bn-in-2016-10768337
[3] https://www.forbes.com/sites/blakemorgan/2019/09/24/50-stats-that-prove-the-value-of-customer-experience/#7e83c8ad4ef2
As a company we have only required mediation a small amount of times since becoming a member and found that they have a very fair, independent approach to this, not siding with either the customer or the company; just direct mediation, without emotion, drawing the line based on facts of the contractual agreement. All in all, it has given our customers the confidence to spend more money and given us as a company more confidence to engage with larger contracts, knowing we have the independent service sitting between both parties.
They helped resolve my dispute to 100% satisfaction. Customers need to know they are there to help. Thanks again.
The benefit from a business point of view is the impartial focus given by the officer that interacts with both parties, normally we as the supplier have exhausted all avenues to bring the situation to a satisfactory end, the input and advice given can be hard to swallow but is normally fair and reasonable and will be accepted by both parties prior to any outcome being finalised.
Their assistance was highly efficient, professional and, conducted throughout in an exemplary manner from inception to conclusion. My sincerest thanks to everyone involved.
The individual managers and DRO’s have an in-depth knowledge of not only consumer law and regulations, but the industries they serve as well. I have always found their involvement thorough, professional and innately fair.
I cannot praise this company enough. They have corrected the faults made by a previous installer and acted very quickly when I reported a fault. All the staff are very efficient and courteous.
QASSS have provided an invaluable service to not just ourselves but to our consumers, which has helped to resolve issues very quickly which otherwise could have been long, protracted and incurring unnecessary costs for both parties. Thank you for the continued support you provide us.
Everything was done very professionally but also with compassion and understanding. I am sure they have to deal with very worried and angry customers but their knowledge and calmness shines through. It’s wonderful to have a company that really knows what it’s doing on your side.
On many occasions in the past your service has provided invaluable assistance to resolve even the most difficult complaints by taking a common-sense approach and a determination to establish the facts. Thank you for everything that you do, and long may your service continue.
A Trusted Partner
QASSS protects consumers and mitigates risks across the home improvement, renewables and building repair sector. Building on our heritage as a leading consumer protection organisation in the home improvement sector, we are CTSI approved and provide industry-leading expertise and continually work to improve services and standards across the sector.
