Archive for 'Customer Service'

The failure of a complaint handling process can have a major impact on an organization due to:

·          Loss of revenue when customers leave

·          Competitors use the source of the complaint to attract customers to their products

·          Increased sales training and marketing expenditure to attract new customers

·          Decreased profitability 

There are several potential causes of failure in Complaint Handling and they can be grouped as:

 People Factors

·          Poor business skills training

·          Lack of interpersonal skills

·          Unclear objectives and time ...