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08/17/2016

Optimize Your Consumer Complaint Process

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By Elizabeth M. Russo

We tend to pride ourselves on excellent customer service. This means that we listen to customer complaints, learn from our mistakes and respond in a timely manner. As technology advances and digital channels become widely used, the way we handle customer complaints must change as well.

This Engagement Lab will discuss how you can manage customer service in the digital age. We’ll walk through the process of auditing your digital presence and help you build a plan for responding to complaints made via Yelp, Google Reviews, Facebook, etc. Millennial homebuyers (aged 18 to 35) are especially dependent on these platforms and often use them solely to interact with customer service.

We’ll also discuss the benefits of complaints and the value of a well-documented complaint log so that you’ll be ready to defend complaints filed with the BBB and CFPB. 

Good business depends on customer loyalty and referrals. Come join us and discuss how you can prepare your business to meet the demands of the next generation of buyers!

Elizabeth Russo is president of MCP Title Services LLC. She can be reached at erusso@mcptitle.com. Russo will speak more in depth about this topic during a session titled "Optimize Your Consumer Complaint Process" during ALTA's Annual Convention. Click here to register.

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