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Complaint
Management
Managing complaints
is an important part of any business. Not only does a company have
to know how to properly handle complaints, but has to also be proactive
in taking care of the complaint.
From the book
"The Management and Control of Quality", here are a few facts about
complaints:
The average
company never hears from 96 percent of its unhappy customers. For
every complaint received, the company has 26 customers with problems,
six of which are serious.
Of the customers
who make a complaint, more than half will again do business with
that organization if their complaint is resolved. If the customer
feels that the complaint was resolved quickly, the figure jumps
to 95 percent.
The average
customer who has had a problem will tell nine or ten others abut
it. Customers who have had complaints resolved satisfactorily will
only tell about five others of the problem resolution.
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