Complaint Management and Service Recovery

Discover how leading organizations develop a "complaint-friendly" culture, implement complaint tools, recover, and take action on complaints in Complaint Management and Service Recovery.

KEY FINDINGS

Develop a Complaint-Friendly Culture

• Find out and implement corporate management's philosophy for dealing with customer complaints and call center management's philosophy for dealing with customer complaints.
• Create a complaint-friendly culture.
• Develop a complaint policy.
• Let customers know their complaints are welcome.
• Train reps to listen.
• Measuring successful complaint handling

Implement Complaint Tools

• Give access channels (Internet, e-mail, telephone, etc.) to dissatisfied customers.
• Use technology to streamline the acceptance of complaints.
• Collect verbatim complaints efficiently.