Complaints Management System Flashcards
What is the key to a successful complaints management system?
Creating a partnership relationship with customers.
What is a Complaints Management System?
A system that allows organizations to handle customer feedback, including complaints and compliments.
Why is it important for organizations to hear negative feedback?
Avoiding negative feedback can lead to losing customers and revenue.
What is the purpose of a Complaints Management System?
To formalize the complaint process and manage customer feedback effectively.
What tools are useful for gathering customer information?
Surveys, focus groups, listening posts, and warranty cards.
What do complaints management systems generally define?
How data should be collected, communicated, integrated, archived, and how to respond to customers.
Why do companies implement complaints management systems?
To ensure processes are consistent, reliable, and add value to the business.
How do complaints management systems vary?
They can differ from organization to organization.
