Managing Consumer Complaints: Responsive Business Approaches to Consumer Needs.(Revised October 1992)

摘要

The publication discusses why it is in business' own interest to give a highpriority to effective complaint management. It recommends practical procedures for reviewing and resolving consumer complaints and for using them as management and marketing tools. The first six recommendations address in-house complaint management systems. Recommendation 7 encourages businesses to use third-party dispute resolution systems to supplement company complaint programs. The publication concludes with a complaint management checklist to help businesses evaluate and refine their own complaint management strategies. While the recommendations are clearly applicable to the entire business community, they reflect a special effort to provide a service to small and medium-sized businesses.