Welcome to Complaint Management Excellence.
In this first chapter I set out:
• the social, technological, political and economic factors that are changing customer expectations of the service they experience;
• how this is impacting on customer satisfaction and the complaints customers make to organizations;
• why complaints are important to organizations, and the risks associated with handling complaints badly;
• why best-practice organizations view complaints as an opportunity for improvement.
The chapter ends with some questions to help you assess how well your organization views complaints as an opportunity to improve the products and services it provides to customers.