A huge focus goes into forming a positive customer experience. But when things don't go to plan, customers lodge a complaint. However, often customer service's ways of working is only reliant on rigid policies. Instead, what if you had an intentional strategy about complaints built into your operating model? Oliver Banks is joined by The Complaining Cow, Helen Dewdney. Together, they explore how retailers and consumer-facing brands can support customers after a poor experience.Listen to this podcast episode and discover:The number one thing you can do to improve how to deal with complaints.How to deal with the risk of serial returners and scam customers.Examples of how to positively handle complaints - and why that can be a winning approach.Show notes at www.obandco.uk/161.