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complaints monitoring - Coggle Diagram
complaints monitoring
example
phone call
emails
social media review
physical interaction
review
5 factor why customer reluctance to complain
fear/
hassle
or too much to complain
dont know who to complaint to
feel that it will do no good = dont think it will change the situation
where to complaint? email/ hotline
attribute the problem/ part of it to themselve
2 type of complain monitoring
‘the customer is always right
complaints as a learning exercise.
serve as area of improvement
customer complain
ground staff handle and dont go to management
customer piss off go to management and
top down
approach
Org prepare to listen/ give chance and
learning org
Constructive way
complaints are evaluated, reviewed and all aspects looked
Complaints tracking system
record the number of complain
categorizing them into specific area
Service guarantees notify
give advance notice = reply email and notify case will be close in 3 day
the customer is out to “get” the organization and therefore their word cannot be trusted.
seek revenge/sabotage
customer complain as a disciplining employee =
scapegoat
to take
blame
to close the case
spend $$ in training and hope seeing that processes are reviewed
staff at low level wont get compensation