Hints About Handling Customer Complaints The following exerpts were taken from the Executive Summary of the Benchmark study done by the federal government regarding customer service and the government. The entire report can be found on line at http://www.npr.gov/library/papers/benchmark/bstprac.html. 1. Make it easy for your customers to complain and your customers will make it easy for you to improve. Customers who are dissatisfied tell twice as many people about it as those who are happy with your service. 2. Respond to complaints quickly and courteously with common sense and you will improve customer loyalty. A speedy response can add 25 percent to customer loyalty. Toyota Motor Sales USA, Inc. had adopted a formula for customer satisfaction; doing the job right the first time + effective complaint management = maximum customer satisfaction/loyalty. 3. Resolve complaints on the first contact and (1) save money by eliminating unnecessary additional contacts that escalate costs and (2) build customer confidence. 4. Technology utilization is critical in complaint handling systems. Use your computers to develop a data base of complaints. See if you find a trend. Then fix it!
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