Mastering the Art of Consumer Complaints with 'The Complaining Cow' Helen Dewdney

CX Diaries - with Keith Gait

Unlock the secrets to asserting your consumer rights with the ever-vigilant Helen Dewdney, the acclaimed 'Complaining Cow' who's made a career out of championing customer issues.
In an eye-opening conversation, we navigate the rough seas of customer service, with Helen providing a compass for those lost in chatbot loops. She artfully exposes the tactics some companies employ to evade accountability and underscores the undeniable linkage between top-notch customer service and business prosperity.
Her rallying cry is clear: don't just recognise your rights—demand that they're respected.
Amid the digital whirlwind of modern commerce, our discussion takes a turn to dissect the new complexities consumers face, from the cold algorithmic responses of chatbots to the crucial human connection often missing in online customer interactions.
When CEOs like Greg Jackson of Octopus Energy roll up their sleeves to tackle complaints head-on, it's a beacon of hope for the customer experience.
Helen's wisdom doesn't stop there; she leaves listeners equipped with practical strategies for effective advocacy in their consumer battles, transforming frustrations into victories in the marketplace.

章节

1. Mastering the Art of Consumer Complaints with 'The Complaining Cow' Helen Dewdney (00:00:00)

2. The Importance of Consumer Rights (00:00:33)

3. Consumer Complaints and Digital Commerce (00:07:44)

4. Consumer Rights and Ethical Companies (00:16:58)