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.
We chat about:
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.
Each week you'll hear interviews with business experts, marketers, entreprenuers and journalists. Interviews to listen to in the car, on the train or on the treadmill. Or even in the bath!
We talk about:
How you can grow your business using content marketing and social media
How you can keep your Marketing strategy and communications simple
Topics, issues, products and business models from the world of finance
You’ll take away one or two big ideas that you can apply to your business. So you can keep marketing your business to keep growing your business.
I’m your host, Roger Edwards.
A marketing guy from Edinburgh I help people like you with your marketing strategy, content and social media. Until I set up my own business I was in and out of senior marketing roles in UK Financial Services Companies for two decades. Some of you might remember me as the Marketing Director and Managing Director of Bright Grey and Scottish Provident.
Would you be interested in appearing on the MAF Podcast? Have you an exciting marketing or finance story to tell? Do you fancy drawing out some inspirational ideas that MAF listeners can take away to use in their own businesses? Do please contact me if you want to get involved. http://rogeredwards.co.uk