EP 40: Importance Of Understanding Why Do Customers Complain with Jonathan Mantle

Welcome to Episode 40 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jonathan Mantle.Jonathan is the Founding Director of Complaints EQ, and is an expert Consultant in Complaints.We hear him discuss the importance of understanding why customers are complaining in the first place; the reason compensation culture typically provides little long-term benefit; and how the Complaints Team are rarely responsible for an increase in complaints.------You can find Jonathan...