{"id":15564,"date":"2019-03-14T11:06:37","date_gmt":"2019-03-14T11:06:37","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=15564"},"modified":"2019-03-14T11:09:54","modified_gmt":"2019-03-14T11:09:54","slug":"united-utilities-service-recovery-team-wins-awards-hat-trick","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/united-utilities-service-recovery-team-wins-awards-hat-trick\/","title":{"rendered":"United Utilities\u2019 Service Recovery Team Wins Awards Hat-Trick"},"content":{"rendered":"<p><strong>United Utilities\u2019 service recovery team won the treble at The UK Complaint Handling Awards 2019 in March.<\/strong><\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-15567\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/United-Utilities.jpg\" alt=\"United Utilities\u2019 service recovery team\" width=\"423\" height=\"260\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/United-Utilities.jpg 423w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/United-Utilities-300x184.jpg 300w\" sizes=\"(max-width: 423px) 100vw, 423px\" \/>\n<p>The team, based in Warrington, UK, picked up the prizes for most improved complaint handling, most proactive complaints team and Sally Ainsworth won complaint handling leader of the year.<\/p>\n<p>The awards, held at the Park Plaza Victoria Hotel in London on Friday 8 March, recognise the inspiring organisations who are dedicated to effective complaint handling.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-15568\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/Sally-Ainsworth.jpg\" alt=\"Sally Ainsworth \" width=\"200\" height=\"200\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/Sally-Ainsworth.jpg 200w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2019\/03\/Sally-Ainsworth-100x100.jpg 100w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/>Sally Ainsworth, head of service recovery, said: \u201cThis fantastic news is a result of us picking up the phone, listening, building rapport and then resolving customers\u2019 complaints. I\u2019m really proud of the whole team.\u201d<\/p>\n<p>The judges said: \u201cService recovery is a team that has changed the way it operates leading to a significant reduction in complaints \u2013 being proactive, responding quickly and learning from the insight are key elements of the changes.\u201d<\/p>\n<p>The team\u2019s highlights include:<\/p>\n<ul>\n<li>Significantly improving resolution times from eight days to three<\/li>\n<li>An 80 per cent reduction in complaints since 2010 and a 22 per cent reduction in the last two years<\/li>\n<li>A reduction in repeat complaints of 64 per cent over the last two years &#8211; the second lowest in the industry<\/li>\n<\/ul>\n<p>Well done to Sally and her team!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>United Utilities\u2019 service recovery team won the treble at The UK Complaint Handling Awards 2019 in March..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/15564"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=15564"}],"version-history":[{"count":4,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/15564\/revisions"}],"predecessor-version":[{"id":15571,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/15564\/revisions\/15571"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=15564"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=15564"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=15564"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}