The Customer Complaint Process at Bristol Tennessee Essential Services (BTES), a US utilities plus company and 2017 Baldrige National Quality Award recipient, served two functions: 1) to restore/maintain the customer’s goodwill and 2) to prevent the same cause in future complaints by analysing the data and adjusting the process or policies, as needed. As a…

BPIR Categories

7.3.2 Manage customer complaints

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