We help you create an effortless customer complaint experience.
To support your complaint heroes, we help you build the foundations for a great complaint experience by designing a considered complaint journey, underpinned by clear process, human policy and a customer-focused procedure.
You’re in good company
We’ve helped transform the complaints experience for human-centred brands like these
See more of our clients
A human approach to improving customer complaints
We apply our human-centred approach to customer complaints. Empowering teams, streamlining process and enhancing the experience your customers get.
Complaint Reduction for Nandos
Complaint Reduction for the National Trust
Partner with Think Human for when you want empowering, engaging and practical training for your complaint teams. Complaint training designed to build a new perspective on how to manage and handle complaints.
Here’s where we can help
We’ll develop tools that help your teams deliver a consistent, effective and customer-centric complaint experience. Partner with Think Human to develop of suite of tools you can use across your team.
How it works
Some of our most popular complaint tools
Pick and choose the tools you want, or have us develop your own suite
A simple but effective complaint process that we can customise to fit your needs. It’s been built from work with a range sectors and aims to keep the complaint’s process streamlined, customer-focused and aimed on co-creating an mutually just output.
A complaint procedure that’s less about acres of stuffy working and more about achieving resolutions quickly, effectively and with the minimum of customer effort. We’ll customise it with you to fit your needs and existing process.
Designed to be used in customer-facing situations (;like your website). A clear, visual and simply-worded promise to customers on the experience they’ll have with you when they complain. Focuses on the things customers say matter the most to them.
Treat your complaint experience like any other customer journey. Understand the stages, the value created at each and avoid common pain points. Our customer complaint journey template has been built from years of experience in what to do (and what not to). We’ll customise it to fit your needs.
Complaints Outcome Analysis
A holistic way to measure the outcomes of complaints so you can give customers what they actually want and develop less financially-driven outcomes.