University Final Year Managing Customer Service (Managing Customer Service) Flashcards on Nationwide - complaints handling & service recovery , created by Alex Millar on 01/05/2017.
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Created by Alex Millar
about 7 years ago
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Created by Alex Millar
about 7 years ago
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What does the nationwide case study demonstrate?
What is nationwide & how popular were they
In terms of complaint received what sort of representation did HQ complaints department see?
What was the profile of those that complained?
What were the problems with Nationwide's complaint handling process?
What did nationwide have to do to improve their responses to feedback?
How did nationwide try capture more feedback?
Nationwide developed a feedback and improvement cycle, what did this include?
The intranet logging system was crucial to the improved complaint handling process, what did it involve?
What results did nationwide see?
Provide example improvements that have been made
