CUSTOMER COMPLAINTS (FEEDBACK) CUSTOMER FEEDBACK OR CUSTOMER COMPLAINT IS REQUIRED 1.To discover customer dissatisfaction 2.To identify customer‘s needs.

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Presentation transcript:

CUSTOMER COMPLAINTS (FEEDBACK) CUSTOMER FEEDBACK OR CUSTOMER COMPLAINT IS REQUIRED 1.To discover customer dissatisfaction 2.To identify customer‘s needs 3.To discover relative priorities of quality 4.To compare performance with the competition 5.To determine opportunities, for improvement

TOOLS USED FOR COLLECTING CUSTOMER COMPLAINTS Comment card - Low cost method, usually attached to warranty card Questionnaire - Popular tool, costly and time consuming - by mail or telephone preferably multiple choice questions or a point rating system (1 to 5) or (1 to 10) Customer Focus groups - Meeting by a representative of the company with the group of customers. Imprint analysis is an emerging technique to obtain intrinsic feelings using customer meetings, word associations, discussion, relaxation techniques etc. Phone - Toll free Telephone numbers Customer visits - Visit customer's place of business. Report cards - Usually, send to customer on a quarterly basis. The internet and computer - It includes newsgroups, electronic bulletin board mailing lists, Employee feedback. Mass Customization - Capturing the voice of customers using data of what customer want instead of what customer is thinking about buying and manufacturing exact what they want.

STEPS TO SOLVE CUSTOMER COMPLAINTS 1.Complaints can be collected from all sources (letters, phone -calls, meetings and verb inputs) 2.Develop procedures for complaint resolution, that include empowering front-line personnel. 3.Analyze complaints, but understand that complaints do not always fit into new categories 4.Work to identify process and material variations and then eliminate the root cause. 5.When a survey response is received, a senior manager should contact the customer and strive to resolve the concern. 6.Establish customer satisfaction measures and constantly monitor them. 7.Communicate complaint information, as well as the result of all investigation solution, to all people in the organization.. 8.Provide a monthly complaint report to the quality council for their evaluation and needed, the assignment of process improvement teams. 9.Identify customer's expectations beforehand rather than afterward through complaint analysis.