Six Ways To Benefit From Customer Complaints
Six Ways To Benefit From Customer Complaints
- Publication:
- Quality Progress
- Date:
- September 2005
- Issue:
- Volume 38 Issue 9
- Pages:
- pp. 49-54
- Author(s):
- Scriabina, Natalia, Fomichov, Sergiy
- Organization(s):
- Quality Academy Ukraine, Kiev, National Technical University of Ukraine, Kiev
Abstract
Customer service is one of the few areas where service organizations can achieve an advantage in a competitive marketplace. Six ideas are presented to help organizations improve business performance through the handling of customer complaints. Complaints can be looked at as an opportunity to maximize customer feedback. By encouraging customers to voice their complaints, companies increase their chances of retaining dissatisfied customers. Establish a documentation procedure and train employees to interface with customers. Finally, adhere to the world-class best practices found in the quality management principles of ISO 9004.
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