Product Complaint Management 710498

Starting with the premise that product complaints are valuable to corporate profitability, the author describes an analytical approach to handling such complaints. The investigation of product complaints can help find new ways to design and build better products.
The paper covers the aggressive seeking out of grievances before they are uncovered, the establishment of policies on complaint handling, the make-up of the complaint department, the use of computers in complaint management, and the importance of dialogue and people in the complaint handling system.


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