A Manual for Turning Customer Complaints Into Opportunities to Improve Customer Service and Satisfaction in the Service Industry

A Manual for Turning Customer Complaints Into Opportunities to Improve Customer Service and Satisfaction in the Service Industry

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This project provides concepts and tools for turning customer complaints into opportunities for a service industry organization. The research for this body of work was a result of reviewing literature from service quality periodicals, respected quality assurance educational publications and other service industry resources. Additional information was obtained from classmate input during previous Quality Assurance classes, where real-life experiences were necessary to meet the requirements of the class. Quality processes from noted authors and procedures from the author's current and previous employer quality programs were utilized in compiling data to create the methodology. The resulting methodology can be used as a guide in developing a quality assurance program from the ground up or can be used to enhance an existing program. This project will help service organizations realize that by quickly and properly resolving customer complaints the organization can increase customer satisfaction.The research for this body of work was a result of reviewing literature from service quality periodicals, respected quality assurance educational publications and other service industry resources.


Title:A Manual for Turning Customer Complaints Into Opportunities to Improve Customer Service and Satisfaction in the Service Industry
Author: Darryl A. Griffin
Publisher:ProQuest - 2008
ISBN-13:

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