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Intelligent and entertaining conversation about business, money, technology and workplace issues.
Presented by Heather Payton, each programme picks up on trends and returns to stories that have moved out of the headlines. |
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Basil Fawlty explains Waldorf Salad ingredients |
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Complaining
Shop Talk looks at what companies can learn from their customers' complaints.
If we're not satisfied with the way a company has treated us, we're now far more likely to complain.
A survey last year found that 16 per cent of us make a complaint every single time we're dissatisfied, with a further 36 per cent making a fuss on most occasions. The number is increasing year on year but as we complain more, companies are increasingly having to sit up and take notice and even learn from our complaints.
Customer relationship management is becoming big business and vital to a company's competitiveness. Keeping a customer is now often down to how good an experience he or she has with the company.
Shop Talk asks whether companies are now getting better at responding to complaints, and looks at how they are changing the way they deal with their customers.
Guests
Mark Grieves
Beyond Philosophy, consultancy which specialises in customer service
Christine Francis
Head of consumer and legal affairs, Cosmos Holidays
Andrew Dunn
Head of Customer Service, Yorkshire Water
Alan Gordon
Route director, Stena Line Stranraer-Belfast ferry
Joe Pine
American business guru and co-author of The Experience Economy
Report on Simplythankyou.com, a company which sends out gifts on behalf of companies that want to apologise.
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