Complaint Resolution Process Notes: Definitions & Explanations PDF | Download eBooks

Study Complaint Resolution Process lecture notes PDF with total quality management definitions and explanation to study What is Complaint Resolution Process?. Study complaint resolution process explanation with TQM terms to review total quality management course for online MBA programs.

Complaint Resolution Process Notes:

It is not possible to have a happy customer every time a product is sold or a service is provided. Every customer has a unique expectation and preference. Although efforts are made by organizations to fulfill all the customers' requirements, yet it is difficult to meet the expectations of each and every customer. Due to this, complaints arise. The organizations must resolve the complaints of the customers to achieve customer retention. A complaint resolution process involves registering complaints, investigating their causes and finding ways to resolve the complaint. By performing complaint resolution process, a dissatisfied customer can become a happy one. Complaint resolution can decrease customer defection rate.

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