Ep 002 The Service Operations Podcast - Escalated Complaints Management with Manasi Mohare

Often we deal with complaints which are all over the place. Some companies call them Serious complaints or Presidential complaints or escalated complaints. The customer here amplifies the issue either with senior management of a company and on social media. It requires something different while handling these complaints. Today we are talking about Escalated Complaint Management with Manasi Mohare. Manasi has spent about 15 years of her career at one of the largest contact centres of one of the largest private sector banks, ICICI doing sales, analytics and managing customer emails. She spent almost 6 years managing escalated complaints. Having seen both sides i.e. behind the scenes and direct dealing with customers, she is one of the most experienced persons in this area with hands on experience.  Manasi tells us what works and what doesn’t in our conversation – Escalated Complaint Management. Thank you for joining us in this conversation.