Complaint Handling and Resolution

Ensuring an unhappy customer remains a loyal customer

Via our inbound contact centre, Spark Response has specially trained advisors who specialise in complaint resolution and customer retention, and via our multi channel contact platform, we’re able to quickly gather a single view of a customer across the following channels:

Complaint handling via phone

Phone

Email

Chat & SMS

Social Media

Contacts are funnelled into our multi channel contact platform

Our multi channel contact platform allows us to see any customer interactions across contact channels, on a single screen. This allows us to offer a seamless customer experience however a customer contacts your brand. In many cases, we can ensure the same advisor manages all contact with the same customer across channels, helping to build a closer relationship between customer and brand.

Just some of the recent feedback we've received from our clients' customers

I placed a large order with you on Thursday 19th. I have been having countless problems with the billing and shipping for these items, I have rang the customer service head office number everyday since Sunday.

Each time I have spoken to a young gentleman named Joe, I just wanted to bring to your attention how courteous and helpful this gentleman was. He went out of his way to solve the problems I was having and his all around manner was superb.

It is not very often you find a fantastic customer service person at this time of a busy year.

Many Thanks to Joe again and I hope he get’s recognition for his work.

Retail Customer

I rung up today as I had bought a present player for my daughters Birthday only to realise it was faulty and wouldn’t work.

I rung up your customer services and spoke to the nicest person – He organised a collection for the faulty one and sent me a new one by next day delivery so it will be here by tomorrow! I just wanted to acknowledge the great customer service I received as unfortunately its not everyday you get fantastic customer service like this! His name was Keiron.

I would love it you could pass on how great he was, Customer Service like this is an asset to your company and turned an unfortunate situation into a great one!

Retail Customer

I just want to say a massive thank you to Diane in your Customer Services Department. I phoned yesterday as there was an issue with something I had ordered and she has been an absolute Christmas Star!

She has worked so hard in finding out what went wrong, checked every angle on how to help resolve the issue and has kept me up to date over the last couple of days.

She really has been truly diligent in what I expect is an incredibly busy time of year for you. She is a complete and utter credit to your company so much so I just had to come on here to tell you so.  It would be awesome if you could get the message back to her and recognise her hard work in some way.

Retail Customer