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)
