Auxilium Management Service - Executive Summary

Number 2 (2011 - February):
Complaint management should be management of customer satisfaction

Despite perfect job instructions, a good organization manual, and exact internal controls mistakes cannot be prevented and it will occur that a customer is dissatisfied. It even might be that the performance was faultless but a customer (or a potential customer) perceives it as faulty... – topics:

Not to receive any complaints is not good at all

To receive only few complaints is not a significant indicator of customer satisfaction

Prompt and adequate processing of complaints

Unfair voicing of complaints

The complete paper in German can be downloaded as PDF:

download PDF (GERMAN)

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