Corporate Guide to Effective Complaint ManagementM. Lauren Basham |
Contents
Why Effective Complaint Management is Critical to Business Success | 1 |
Establishing Standards and Procedures | 10 |
Being Accessible to the Customer | 16 |
3 other sections not shown
Common terms and phrases
A. C. Nielsen action adjustments affairs/customer service department anger Best & Andreasen Better Business Bureaus bottom line brand loyalty calls company's complaint behavior complaint handling complaint management system complaint rate complaint resolution complaints and inquiries consumer affairs department consumer affairs/customer service consumer complaints consumer education consumer problem Consumer Satisfaction corporate customer complaints customer contact customer satisfaction customer service customer's decision rules dispute dissatisfaction Effective complaint management employees Federal Trade Commission front line staff impact improve influence complaint investment involved Large Ticket Louis Harris marketing Marsha L ment negative word-of-mouth Nielsen Nielsen Company number of complaints NYSEG operations percent performance personnel plaint Playtex policies procedures product or service product recall product/service profit programs purchase Ralph L reduce repeat business reported repurchase resolving complaints response result retail satisfied Sentry Insurance service level standards SOCAP sumer affairs TARP tion voice warranty Whirlpool Corporation