Benchmarking Effective Escalated Complaint Processes
This document contains an analysis of how world-class organizations handle the escalated complaint process. Escalated complaints are defined as events in which a customer solicits the attention of public officials, executives, members of the media or any other authorities.
This slide presentation features 14 benchmark companies from a wide range of industries. Three key findings in the presentation relate to the types of processes companies use and how they measure company and employee-specific success. This document also includes a matrix with specific survey questions and the responses of each participating company.
Customer Service > Customer Relationship Management > CRM Management
Industries Profiled:
Shipping; Consulting
Companies Profiled:
FedEx; GMD; AAA Fair Credit Foundation; AGCC; Texas Instruments; Appleseeds; Inc.; PG&E; Biogen; Florida Power & Light; Blue Cross Blue Shield of Mass.; Bombardier Aerospace; BYWL Logistics Company; Gap Inc. Direct; Ian-Janssen Pharmaceutical Ltd.
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Customer Service > Customer Relationship Management > CRM Management
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