Case Study

Complaints Handling

Complaints Handling

Pages 2 Pages

CASE STUDY COMPLAINTS HANDLING Train operator Steve Kitchen Head of Managed Client ServicesCHALLENGE • Our client, a train operating company, contacted us for assistance to clear their backlog of complaints following a government review of a national rail franchise. The firm was worried about how increasing backlogs impacted upon their customer service ratings and wanted to promptly rectify the situation. • The complaints were claims f

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