Courtesy: Greg Coleman, Principal / Vice President Strategic Programs of Service Strategies Corporation
Service and support organizations invariably receive complaints from customers. You would expect that most organizations would have programs in place to manage complaints. While this seems logical, it’s not always the case. In addition, many organizations that have complaint processes focus mainly on resolving the immediate issues and don’t do any root cause analysis on what is driving the complaints. So let’s discuss a few steps you can take to improve your customer complaint management process.
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