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Complaint Management and Service Recovery

  • ID: 40942
  • May 2000
  • American Productivity & Quality Center, APQC
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Sponsoring companies participated in a planning session via a conference call, completed data-gathering surveys and attended a symposium held at IBM Canada in Toronto, Ontario that included an on-site interview. Ten organizations participated in the study six sponsored the study and four participated
as benchmarking partners-those identified by the study team as having strong complaint management practices.

Study Focus

Drawing input from RDC and PAG experts and secondary research literature, the
study team identified four key areas to research. These areas guided the design of the data collection instruments and were the base from which key findings developed. A brief description of the key areas is provided below.
Developing a Complaint-Friendly Culture n What is corporate management’s philosophy for dealing with customer complaints?
- What is call center management’s philosophy for dealing with customer complaints?
- How do you create a complaint-friendly culture?
- How do you develop a complaint policy?
- How do your customers know their complaints are welcome?
- How do you train reps to listen?
- How do you measure successful READ MORE >

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Executive Summary 1<BR><BR>Key Findings 6<BR><BR>Expert Presentations<BR>- Cynthia Grimm, TARP (Technical Assistance Research Programs) 13<BR>- Kathryn Jackson, Response Design Corporation 24<BR>- Daphne Gold, Pearl Advisory Group 34<BR><BR>Partner Profiles and Presentations<BR>- IBM Canada 40<BR>- Sears 49<BR>- USAA 58<BR><BR>Suggested Resources for Further Study 63<BR><BR>Disclaimer 64

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