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Complaint Management and Service Recovery

Product Type: Market Research Report
Published by: American Productivity & Quality Center
Published: May 2000
Product Code: R166-10
Description
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.
Table of Contents
Executive Summary
Key Findings
Expert Presentations
  • Cynthia Grimm, TARP (Technical Assistance Research Programs)
  • Kathryn Jackson, Response Design Corporation
  • Daphne Gold, Pearl Advisory Group

Partner Profiles and Presentations
  • IBM Canada
  • Sears
  • USAA

Suggested Resources for Further Study
Disclaimer
Ordering and More Information
Price and Delivery Options


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