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HBOK 1-215

Title Six Ways To Benefit From Customer Complaints
Author(s) Natalia Scriabina and Sergiy Fomichov
Source Quality Progress
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Engaging and Empowering the Workforce

Abstract Customer service is one of the few areas where service organizations can achieve an advantage in a competitive marketplace. Six ideas are presented to help organizations improve business performance through the handling of customer complaints. Complaints can be looked at as an opportunity to maximize customer feedback. Encourage customers to voice their complaints to increase a company’s chances of retaining dissatisfied customers. Establish a documentation procedure and train employees to interface with customers. Finally, adhere to the world-class best practices found in the quality management principles of ISO 9004.
Access Restrictions ASQ members and journal subscribers
Link for .PDF http://www.asq.org/data/subscriptions/qp/2005/0905/qp0905scriabina.pdf
Link for HTML http://www.asq.org/data/subscriptions/qp/2005/0905/qp0905scriabina.html
Reference Code 1-215

 

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