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- 2019-07-07 (3)
- 2015-10-10 (2)
- 2008-09-09 (1)
Keywords
Customer
How to Cite
Abstract
This document discusses the importance of handling customer complaints effectively to provide superior customer performance. It identifies five types of complainers: Meek, Aggressive, High-Roller, Rip-Off, and Chronic Complainer, and offers tailored responses for each. The article emphasizes the need for organizations to acknowledge, identify, and handle complaints positively, suggesting a seven-step procedure for resolving complaints. It concludes by highlighting the necessity of training customer service personnel to manage complaints efficiently and encourages feedback for continuous improvement. Published May 2001.
References
Albrecht, Karl. At America's Service: How Your Company Can Join the Customer Service Revolution. Warner Books. May 1995.
Kepner, Karl. FRE class discussions for AEB 4424 (Human Resource Management in Agribusiness).
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