Customer dissatisfaction can damage your business. According to recent research, an average of 25 out of 26 unhappy anonymous customers will subsequently drive away 1,560 of their friends from your business. Smart management will find ways to differentiate themselves from competitors, define customer service standards, and deliver an effective complaint handing system for their customers.
Complaint management is challenging as there is not always a concrete solution to the problem. Success depends on how well you understand the complaint, how it is handled and if the customer is happy with the solution offered. A new release of ISO 10002 for Quality Management: Customer Satisfaction – Guideline for Complaint Handling in Organisations is an excellent customer service certificate and acts as a ‘true-to-life’ manual designed expressly for this purpose.
