Tracking complaints information against loyalty shows that if a customer doesn't have a reason to complain their loyalty improves. However where a customer is unhappy and has a cause for complaint their loyalty decreases
The term Service Quality is used to describe the degree of excellence of the process of delivering service by an organisation to its customers
What sort of behaviour is acceptable in the workplace and in the interaction between customers and service providers?
People continually strive to achieve the greatest utility they can (i.e. maximise the benefit they gain for whatever cost they incur), they migrate to the suppliers that come closest to delivering it. In other words they search for and stay with companies that do best what matters most to customers. Customer satisfaction is the phrase commonly used to encapsulate this phenomenon.
What is customer information? More importantly, what can we do with customer information that has positive effects on the bottom line?
Where a complaint can't be resolved at point of entry, it will required to be escalated or referred up the line. In some cases, a complaint may reach deadlock.
There are some simple steps that if followed can ensure that complaints are resolved effectively
This topic sheet looks at why communication is so important and offers some crucial principles to bear in mind when communicating with customers, whether over the phone, in person or in writing.