Welcome & Encourage Complaints:-

Advertisement

Even in a Zero defections organizations that aims for 100 % service quality, failures occur. A critical component of a service recovery strategy is thus to welcome and encourage complaints. Complaints should be anticipated, encouraged, and tracked. The complaining customer should truly be viewed as a friend.

There are a number of ways to encourage and track complaints. Customer research can be designed specifically to do this through satisfaction surveys, critical incidents studies, and lost customer research.

Part of encouraging complaints also involves teaching customers how to complain. Sometimes they have no idea whom to speak to, what the process is, or what will be involved. It is best to make this process as simple as possible the last thing customers want when they are dissatisfied is to face a complex, difficult to access process for complaining.

One way that the complaining process has been simplified for customers is through technology. New technologies have resulted in easier access for customers to sales and service representatives. Toll-free call canters, e-mail, and pagers are all used to facilitate, encourage, and track complaints, Software application in a number of companies also allow complaints to be analysed, sorted, responded to, and tracked automatically.

British Airways, encourages, facilitated and tracks customer as a critical component of its effective service recovery process. It is apparent that British Airways is highly dependent on information technology to implement its strategy.

In some cases technology can anticipate problems and complains before they happen, allowing services employees to diagnose problems before the customer recognizes they exist. This is the case at companies such IBM and Caterpillar, where information systems are being implemented to anticipate equipment failures and send out an electronic alert to the local field technician with the nature of the problem as well as which parts and tools will be needed to make the repair.

Advertisement
The following two tabs change content below.
We, at BMS.co.in, believe in sharing knowledge and giving quality information to our BMS students. We are here to provide and update you with every details required by you BMSites! If you want to join us, please mail to [email protected]
6 Comments
  1. 안전카지노 1 month ago

    … [Trackback]

    […] There you will find 42786 more Information to that Topic: bms.co.in/welcome-encourage-complaints/ […]

  2. 카지노 1 month ago

    … [Trackback]

    […] Find More to that Topic: bms.co.in/welcome-encourage-complaints/ […]

  3. 사설토토 4 weeks ago

    … [Trackback]

    […] Here you can find 24470 additional Info on that Topic: bms.co.in/welcome-encourage-complaints/ […]

  4. CBD 4 weeks ago

    … [Trackback]

    […] Read More to that Topic: bms.co.in/welcome-encourage-complaints/ […]

  5. nha cai uy tin 3 weeks ago

    … [Trackback]

    […] Read More on to that Topic: bms.co.in/welcome-encourage-complaints/ […]

  6. … [Trackback]

    […] Read More here to that Topic: bms.co.in/welcome-encourage-complaints/ […]

Leave a reply

Your email address will not be published. Required fields are marked *

*

*

BMS.co.in is aimed at revolutionising Bachelors in Management Studies education, also known as BMS for students appearing for BMS exams across all states of India. We provide free study material, 100s of tutorials with worked examples, past papers, tips, tricks for BMS exams, we are creating a digital learning library.

Disclaimer: We are not affiliated with any university or government body in anyway.

©2020 BMS - Bachelor of Management Studies Community 

A Management Paradise Venture

Ask Us On WhatsApp
or

Log in with your credentials

or    

Forgot your details?

or

Create Account