Manage Complaints To Enhance Loyalty

Abstract:Every customer complaint represents a chance to correct a flawed process, educate a customer, and strengthen loyalty. But unless management can quantify the return on investment of complaint handling, they won't see the link between complaint handling and loyalty and profits. A survey finds most complaint handling systems completely satisfy 30 to 70 percent of complaining customers; the rest are either dissatisfied or only partly satisfied. A process improvement in complaint handling can move customers from dissatisfied to satisfied without extra expense. Necessary facts and calculations are provided to help establish complaint handling as a …

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iceberg phenomenon is a good idea to assess customer complaints / quality problems

Aylin N. Sener
--Aylin N. Sener, 06-26-2015


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