Complaints are Gold: How to Establish a Successful Customer Complaint Management System: How to Establish a Successful Customer Complaint Management System

Author: Zou Wenxu
Publisher:
Publish Date: 2004-09-01
Features: Based on the content of the international standard BS8600 (Complaint Management System - Design and Implementation Guidelines), this book systematically elaborates on complaint management issues by integrating the current status and trends of customer service and complaint management in domestic enterprises. It offers strong operational feasibility and practical value. The book introduces what a successful complaint management system should include, how to plan it, how to allocate resources, how to maintain its implementation, and how to operate the process of continuous improvement. It provides a comprehensive reference and guide for organizations to establish a complaint management system, especially valuable for large-scale network organizations that frequently encounter complaints, such as telecommunications, banking, securities, and public service institutions.