Handling complaints
Rather than trying to reduce the number of complaints, organizations need to encourage staff to seek out complaints because this will define what customers want. (J. Barlow and C. Moller)
Just look at companies like Tesco. Canny customer relationship management, targeted marketing and successful customer profiling has ensured that the retailer has become one of the most trusted brands in the UK, with customer loyalty at a premium. For such a huge organisation, covering a massive range of services – from groceries into financial services and new media – they still manage to have a streamlined approach to customer service and the organisation is fully joined-up. When you consider how successfully they do it, it’s easy to ...
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