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 governmen by a282102

VIEWS: 11 PAGES: 1

									           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!

								
To top