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Customer Complaint Resolution 2
Article Index
Customer Complaint Resolution 2
Expert Opinion
Survey and Research
Example Cases
Measure and Evaluate
Self-Assessments
Summary of Best Practices
Conclusion
References
Customer complaint resolution processes identify and remedy service or product issues with the objective of satisfying and retaining customers.

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The Stage

Customer complaint resolution begins when organisations really start to hear the voices of their customers. The customer complaint resolution process can offer unique opportunities for organisational learning and improvement. By finding effective remedies to customer problems, negative experiences may be turned into opportunities to satisfy customers and retain their long-term loyalty. On the other hand, poor customer complaint resolution often leads to the loss of customers; when customers receive poor service, they frequently tell others of their experience. This may have the effect of turning potential clients away from organisations and tarnishing their brand or image.

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