Increasing Size Of Complaint Resolution Staff

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Aims to resolve complaints more quickly than competitor companies.

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There will be two types of new complaint resolution staff, the spokesman said – phone staff and online staff. is about to greatly increase the number of people working on their complaint resolution staff, the company announced yesterday.

“We want to make sure that whenever a customers has a question, concern, or complaint, it is handled as quickly and fairly as possible,” a spokesman said. “So we've decided that by expanding our staff size, we will be able to address any issues that may come up in a way that will help our company's reputation.”

There will be two types of new complaint resolution staff, the spokesman said – phone staff and online staff, he said.

“What we did when we first launched was have our phone staff try to handle complaints that were coming in online during the downtime in the call center,” he said. “We've now realized that it's very hard for an employee to try to handle online complaints and man the phone for any complaint that might come in at the same time. So now there will be two different dedicated staffs.”

The online complaint staff will not only respond to complaints that come in through social media channels and the company's blog, but they will also be proactive in seeking out customers with a complaint.

“They will search blogs and complaint boards to see if there are any people out there who have not contacted us yet,” the spokesman said. “They will then reach out to those people and try to help them.”

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James Brink
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