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English
$
USD
I will diagnose your customer complaints process
Complaints Management and Customer Experience Professional
I am a customer experience and complaints management professional with over 20 years of experience across complaint investigation, customer advocacy, and business operations. I specialize in identifyi...
About this Gig
Complaints that aren't handled well cost you customers, money and reputation. I'll show you exactly where your process is breaking down and how to fix it.
I'm a complaints and customer relationship specialist with 20+ years of experience across financial services and healthcare, including ombudsman escalations and Treating Customers Fairly (TCF) work in South Africa and the UK.
What you get:
- Basic: an independent, evidence-based review of how complaints are handled today, with key gaps and quick wins
- Standard: the review, plus a practical action plan and a leadership-ready deck
- Premium: everything above, plus a cost-of-complaints estimate and hands-on support to implement fixes and track results
Ideal for businesses that want fewer escalations, faster resolution and better customer retention.
Before you order, send me a short message about your business, your complaint volumes and how complaints are logged today, and I'll confirm the right package for you.
FAQ
What do I need to provide to get started?
A short overview of your business, how complaints are received and logged, and any recent complaint data (volumes, categories, response times). Anonymised data is fine.
What if I don't have much complaint data?
That's common. I can work from your process documents, sample complaints and a call with you, and I'll flag the data gaps as part of the findings.
Which package is right for me?
Basic if you want to find out where the problems are. Standard if you also want a plan and deck to act on. Premium if you want help putting the fixes in place. Message me and I'll recommend one.
Do you work with my industry?
My background is financial services and healthcare, but good complaints handling applies across sectors. Message me your industry and I'll tell you honestly if I'm a good fit.
Is my information kept confidential?
Yes. I treat all business and customer information as confidential and I'm happy to sign an NDA first. Please remove customers' personal details before sharing anything.
Do you provide legal or regulatory advice?
No. I advise on complaints processes and good practice, including TCF and ombudsman expectations, but I'm not a lawyer. For legal questions you'll need a qualified legal professional.
What if I need more help after delivery?
You can add extra consulting hours or a 5-hour block to your order, or message me about a custom offer for ongoing support.
Can we work across time zones?
I'm based in Cape Town (SAST) and I'm flexible with UK and European hours. US calls can be arranged in advance.
