Réclamation client : comment retourner la situation ?

Your customer complains in writing… and you reply with an automated email? Bad idea. AÉSIO Mutuelle does the exact opposite—and the results speak for themselves: a 50-point increase in satisfaction, customers who express their gratitude after complaining, and business opportunities uncovered where no one else was looking. With Séverine Mignot, Head of the Complaints Department at AÉSIO Mutuelle, we analyze a real customer complaint in real time—email by email, call by call—using the PARADE method. 🎯 WHAT YOU'LL DISCOVER: ✅ Why picking up the phone before replying in writing makes all the difference ✅ The PARADE method for turning every complaint into an opportunity ✅ How to structure a customer loyalty response email (with a real-world example) ✅ Pitfalls to avoid: complaint levels, silos, automated responses ✅ The real ROI of human interaction vs. 100% email management 💡 BONUS: The complete PARADE method is available in the newsletter 📩 FREE NEWSLETTER — Full recap + PARADE method: http://lateliercx.substack.com 💎 SPONSOR: This episode is produced in partnership with CX Advisor. It's THE platform that lists and compares over 300 technology solutions dedicated to customer relationship management. 👉🏼 Compare your claims management tools: https://www.cxadvisor.fr ⏱️ CHAPTERS: 00:00 - Intro: What most companies do (wrong) 01:02 - AÉSIO Mutuelle: presentation and organization 03:17 - Eliminating claim levels: why and how 06:01 - Analyzing a real customer complaint (Ms. Dumas' email) 08:16 - The proactive call: the key that changes everything 14:37 - The perfect customer response email: structure and reassuring words 21:25 - The PARADE method explained step by step 25:41 - Tips for creating a true customer-centric culture internally 🎥 SEE YOU AGAIN? If you enjoyed this video… 1️⃣ Subscribe 🔔 so you don't miss anything 2️⃣ Leave a comment (I reply to everyone!) 3️⃣ Share this video with a colleague who handles complaints 👤 WHO AM I? Marine Deck — France's #1 Customer Experience & Customer Relations Expert 🎙️ "The Customer" Podcast — 300K views/month 🏢 Founder of CX Advisor (300+ CX solutions) 🎤 Speaker | Trainer | Entrepreneur 🔥 LET'S CONNECT? LinkedIn:   / marinedeck-relationclient-podcast-cx-talk-...   Instagram:   / deck_marine   📚 TRAINING & COACHING: 1:1 Audit with me: https://marinedeck.fr/coaching-experi... Self-training on customer experience: https://laboiteaoutilsduclient.teachi... #CustomerComplaint #CustomerExperience #CustomerService #CustomerRelationship #CX #ComplaintManagement #CustomerLoyalty #AESIO #ParadeMethod #CustomerCulture