Customer Complaint Management
Today, many businesses regard customer complaint management as one of the most important business functions. It is important for improving both quality and customer service.
Customer complaint management in relation to customer service ensures that each and every customer interaction is recorded and dealt with. Ineffectual customer service occurs when customer complaints slip through the cracks or get misplaced and therefore are not brought to resolution.
As a quality function customer complaint management is used to aid continuous improvement throughout the organization by observing and analyzing the nature of the complaints and making improvements and reducing complaints. This helps to eliminate product defects. Many regulatory institutions demand that customer complaints are investigated.
Customer complaint management is the process of identifying and recording all complaints made to a business organization. Therefore staff that deal directly with customers should have access to the system. The goal is to make sure that every complaint is managed and resolved.
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