Compliance in customer service is increasingly in the spotlight. Customers have the right to be treated fairly and organisations that can’t – or don’t – do this run the risk of hefty fines and reputational damage for being in the news for all the wrong reasons.
But ensuring customer contact is compliant isn’t straightforward, and, far too often, good intentions to be compliant end up negatively impacting the quality of the conversation. Which, in turn, impacts customer perceptions, spend, loyalty, and likelihood to recommend.
Based on our work with companies around the world, we’ve compiled a list of ‘top tips’ to help your organisation have compliant – and truly magnificent – conversations with customers.