Melissa Collett on learning from customer complaints Ombudsman style – MAF107

In this episode, I talk to Melissa Collett.  A former senior figure at the Financial Ombudsman Service – the FOS.

We talk about how to learn from customer complaints, and how to turn unhappy customers into advocates.

Welcome to episode 107 of the Marketing and Finance Podcast.

What you’ll hear about in this episode

• How the Financial Ombudsman Service works
• The mistakes product providers continuously make when dealing with customer complaints
• Treating customers as real people rather than simply names and notes on a file
• How to turn unhappy customers into happy advocates

Who is Melissa Collett?

Melissa Collett is a consultant and independent legal professional who specialises in resolving complaints and dispute resolution.

She is also a tribunal judge chairing hearings of appeals about health and disability issues. A senior ombudsman at the Financial Ombudsman Service before 2016 making over 1,500 legally-binding decisions across the whole range of insurance products. Melissa liaised between the FOS and regulators such as the FCA and with trade associations.

A regular speaker at events, Melissa continues to write about consumer insurance topics. As a consultant, she works with client companies on complaints handling.

Links:

• Connect with Melissa on LinkedIn

• Crash Course: One Year to Become a Great Leader of a Great Company by Bernie Bulkin

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