On February 18, 2020, the Financial Consumer Agency of Canada (FCAC) released the results of…
Continue ReadingCategory: Handling Customer Complaints
Most South Africans not happy with financial institutions’ handling of complaints
Treating customers fairly includes the requirement that financial institutions handle complaints properly and quickly. South African…
Continue Reading
Mixed review on the government’s handling of complaints and customer feedback
THE government’s handling of complaints and customer feedback has received a mixed review from the committee…
Continue Reading
‘AI could be a game-changer for complaints handling’
Over the past few years, the uses of artificial intelligence in the financial services industry has…
Continue Reading
The reasons why dealerships should prioritise complaint handling
Customer-facing businesses are on the frontline of both economic and regulatory change but are automotive retail…
Continue Reading
Understanding complaints: the role of moral transgressions in e-commerce interactions
In this section, we illustrate the findings of moral transgressions in e-commerce service encounters, focusing first…
Continue Reading