Five Keys to a Strong Complaint Management Program
Complaint management used to be so simple. Perhaps your institution looks back fondly on the days when complaints were usually over the phone about a billing issue. But in this day and age, customers, members, and even employees have a cornucopia of complaint outlets, such as Facebook, Yelp, the CFPB's complaint database, or even your own website. That’s why every institution needs an effective response system. Here are five key points to assist financial institutions in accomplishing this task. [9/16/14]
