...Customer Complaints At some point, everyone in business has to deal with an upset customer. The challenge is to handle the situation in a way that leaves the customer thinking you operate a great company. If you’re lucky, you can even encourage him or her to serve as a passionate advocate for your brand. When it comes down to it, many customers don't even bother to complain. They simply leave and buy from your competitors. Research suggests that up to 80 percent of customers who leave were, in fact, "satisfied" with the original company. Obviously, customer satisfaction is not enough. Businesses nowadays need to positively delight customers if they want to earn their loyalty. It may seem counter-intuitive, but a business owner’s ability to effectively deal with customer complaints provides a great opportunity to turn dissatisfied customers into active promoters of the business. Here are some customer-oriented tips I’ve learned while working in the business coaching business: 1. Listen carefully to what the customer has to say, and let them finish. Don't get defensive. The customer is not attacking you personally; he or she has a problem and is upset. Repeat back what you are hearing to show that you have listened. 2. Ask questions in a caring and concerned manner. The more information you can get from the customer, the better you will understand his or her perspective. I’ve learned it’s easier to ask questions than to jump to conclusions. 3. Put yourself in...
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... Intoduction 3 Why do customers complain? 3 Complaints are a goldmine of information 6 Why is Complaints Handling Important? 7 Intoduction A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”. It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift. Consumer complaints are usually informal complaints directly addressed to a company or public service provider, and most consumers manage to resolve problems with products and services in this way, but it sometimes requires persistence. If the grievance is not addressed in a way that satisfies the consumer, the consumer sometimes registers the complaint with a third party such as association of the rights of the consumers , a county government (if it has a “consumer protection” office) and etc. These and similar organizations in other countries accept for consumer complaints and assist people with customer service issues, as do government representatives like attorneys general. Consumers however rarely file complaints in the more formal legal sense, which consists of a formal legal process. Internet forums and the advent of social media have provided consumers with a new way to submit complaints. Consumer news and advocacy...
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...BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer” by Dr Patrick Xavier* Adjunct Professor of Economics & Finance, Curtin University Business School. May 2011 * Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the telecommunications sector 11 1.3 Structure...
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...BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS A report prepared for the Australian Communications and Media Authority (ACMA) in connection with the public inquiry “Reconnecting the Customer” by Dr Patrick Xavier* Adjunct Professor of Economics & Finance, Curtin University Business School. May 2011 * Dr Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the telecommunications...
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...Customer Complaint has a good value to Company I absolutely agree with the customer's complaint is the seat of Baoshan remark. Because the customer's expectations for the company's products, so after the purchase when there are errors found naturally upset, so ask the company, so the company should be careful to understand customers are not satisfied with the place, and make improvements. Customer complaints for many reasons, there may be a lack of local products, by handling customer complaints, you can make yourself a better understanding of the manufacturing process and product features the company's products. For example, I was the Secretary for the sales of instant noodles, soup packets may be left behind in the production process, customers will naturally not happy after opening the product, so you can reflect on the vulnerability of production to the person in charge of production, strengthening quality management. Another error is that the package instructions or instructions for use and the actual different, because a lot of customers when the company will follow the steps set out to do. If the effect can not be made as scheduled, the customer naturally unhappy after opening the product, they can take packing instructions or use the opportunity to learn whether there are deficiencies. If the effect can be made as scheduled, it can be personally taught the proper use of the customer; Ruoguo failure to make timely results, requires the company responsible immediately...
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...COMMUNICATION ANALYSIS ON CUSTOMER COMPLAINS Submitted to: Sir Johnny Perlas By: Stephanie Luber Christina Leong January 19, 2012 There isn’t a fast food restaurant or retail store that hasn’t come across an angry customer. It can become very stressful working with an unhappy customer. The resentment of the customer prevents us from resolving the initial problem. This is a serious issue for businesses that want healthy relationships with their customers. Although you may resent it, customer complaints are healthy for the growth and survival of the business and it's possible to handle them in a productive way. Handling complaints is never an easy or enjoyable challenge. That said, if management can promote a pro-active approach to dealing with dissatisfied customers then there is every chance such negative situations can be turned into satisfying and memorable encounters for the customer. That’s the same customer that will tell all of their friends about you if you don’t handle their complaint appropriately. A complaining customer is your most important customer, they may be complaining because service levels are deteriorating, because the product no longer performs to their expectations, or even because they have heard that one of your competitors are doing things better than you. So, what happens when a complaint is not handled well, or even worse, the customer doesn’t even bother complaining in the first place? Customers go elsewhere: Even the best...
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...textbook. As a team, answer the questions in this spreadsheet, then save and submit the assignment as one Microsoft® Excel® attachment. Also, submit a 1-paragraph Microsoft®Word document explaining any issues or successes you had in answering these questions. | | | | | | | | | | | | | | | | | | | | | | | |Refer to and use the following abbreviations for the problems below: • PS = Public Subscribers • AD = Advertisers • TC = Telephone Customers • ISP = Internet Customers • TOT = Total Customers | | | | | | | | | | | | | | | | | | | | | | | |1. What percentage of the total does each of the four customer groups represent? Round to the nearest hundredth of a percent. | | | | | | | | | | | |(Show your work in this cell to solve for the percentage of the total that each of the four customer groups represent.) the group of customers are listed as follow : 70,000 publication subscribers, 58,000 advertisers, 30,000 telephone services customers, and 18,000 ISP (Internet Service Provider). We add up all the customers group together to find the total group TOT = PS+AD+TC+ISP ; TOT= 70,000 + 58,000+30,000+ 18,000 =176000 Therefore TOT = 176,000 To get each group percentage divide each client group by the the total client and multiply the decimal result by 100 to get the percentage rate. 70000/176000=0.39772727272 (100) = (39.77%) and 58000/176000=0.32954545454(100) =(32.95%) and 30000/176000=0.17045454545(100) =(17.05%) and 18000/176000=0.102272727(100) =(10...
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...describe how an HR professional should carry out their actives whilst the 4 bands show the contributions a practitioner should be making at every stage of their career. Out of the 8 professional areas I consider Learning and Development to be the most essential to my role within HR. We need Learning and development to move forward as a company and as an HR Professional. Working in this area you need to ensure all employees throughout the company have the skills and develop them to fulfil the short term and long term company strategy. At my level on the HRPM Band 1 As an effective HR practitioner you need to ensure you provide a service that is effective and timely. To do this you need to understand the differing needs of each of your customers. An...
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...Existing scenario with customers(Gluco-one) | | | | | Organized confectionery(NCC) | Unorganized Confectionery (ABC) | MNC Pharma 1 | MNC pharma 2 | Unorganized but branded producer:-Anand sweets | Unorganized unbranded producer Eg:-Ok Confectioneries | Regular supply (Every 6days delivery) | Delivery crucial | Delivery crucial | Delivery crucial | Delivery crucial | Delivery crucial | Not sensitive to price | Price sensitive | Price sensitive but negotiable | Price sensitive but negotiable | Not price sensitive | Price sensitive | Rigid quality testing | Not so rigid quality testing | Highly rigid quality specifications | Rigid quality specifications | | | Competition from 4 players | Competition from other players | * | * | 2-3 suppliers | 2-3 suppliers | Preference to A-one | Can opt for any supplier | No confidence in A-one | Preference to A-one given it proves its quality | | | 450 supply by A-one | | | | | | Whole demand is 3000 | | whole demand is 500 tonnes per year | | Whole demand is 6500 tonnes/year | | Quality conscious | Quality conscious | Quality conscious | Quality conscious | Quality conscious | Not quality conscious | Constant composition of glucose in products | No constant composition | Constant Composition | Constant composition | Constant composition | No Constant composition | | Complaints of above company:- | Complaints of above company:- | Complaints of above company:- | | | General concerns of...
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...D4013 INDIVIDUAL ASSIGNMENT INSTRUCTIONS. Please answer each question clearly and completely. *Report format: 1.5 spacing 12-font size Times New Roman – theme font *Please follow the below cover page. DUE: 14 JUNE 2016, TUESDAY Question 1: In this assignment you will write a business letter of complaint about a specific product or service ASSIGNMENT DIRECTIONS: 1) BACKGROUND Both business owners and employees write complaint letters, sometimes called claim letters. Consumers also write complaint letters. It is important to receive fair compensation for damaged goods or poor service. You need to be firm, but fair in your demands. Companies do want to keep your business and generally do whatever they can to satisfy your demands. USE the information below to help you write a letter of complaint. Use Situation A,B or C below for your letter. In your letter, make sure you use standard business letter format, and be sure to include these things: Paragraph 1 Explain why you are writing. Describe the problem/situation. If you are complaining about poor service, try to give a chronology of events Tell what has happened and what you have done so far. In the case of poor service, what did you do at the time and what was the response to your concerns? Include product brand and model number, if necessary. In the case of poor service, try to identify the offending person(s) and their offending actions/statements. Give as much detail as possible about the problem/situation...
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...Kulliyyah of Information and Communication Technology (KICT) Project Management in IT INFO 3501 (Section 1) Semester 2, 2013/2014 Title My FYP: IIUM e-Complaint System Prepared By ‘Izzati Khairunnisa Binti Nordin Prepared For Madam Noor Azian bt. Mohamad Ali 1117368 CHAPTER 1: INTRODUCTION AND JUSTIFICATION OF PROJECT International Islamic University Malaysia (IIUM) is a well-known university within Malaysia as well as around the globe with its beautiful eco-friendly scenery and good facilities. Facilities provided by university’s management must be preserved and has to be in a good condition as it is representing university’s image as an international university. Therefore, this IIUM e-Complaint System (IeCS) will be develop to record and manage complaints regarding facilities inside the university as this will ease management to maintain wellness of university’s facilities. This system can be accessible by students and staffs to report any damages as they can submit complaint without having to logging into the system. Complainant however must provide sufficient details such as matric number or staff identification, full name and contact number. Additional to that, database is also needed for administrator to store complaints and its status. As reflect to that function, this system can provide the status of damages reported as to make sure those damages have been looked and solved by authorize management division. In order to develop this system, Oracle Database...
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...of Business Background Information First State Financial Services was the third largest banking institution in the state. It maintained an extensive branch and ATM network to service its diverse retail customer base. Even with First State’s size, though, the business success of the bank was extremely dependent upon the trends in the local economy. Two years of recession meant two years of poor loans, and First State fell into deep trouble. To limit and reduce overhead expenses, there were some extensive layoffs. A new executive management expected rapid, better results with fewer resources. Everyone at First State feared being fired even though the bank was inching back to improved profitability. There was still the pressure to “perform—or else.” Lucy Winters managed the six-person Spring Hill Branch for First State. Spring Hill, fully equipped with an ATM and a freshly redesigned lobby, stood in the parking lot of a new suburban mall. The mall, anchored by a store from the largest grocery chain in the area, included about 20 different small retail stores. In addition, a major hospital was located just down the street, and a large manufacturing plant (with about 3,000 employees) was situated in a convenient, nearby industrial park. Many of the branch’s customers worked at those locations. Lucy was promoted to her current job about 18 months ago. She had been serving as an Assistant Manager at another branch in the region until that time. During the past year and...
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...Letter of complaint. A letter of complaint is usually written as a follow-up to a verbal conversation to someone who has not responded to the complaint. It is used to keep a written record of your complaint. In addition, more than one person might be the recipient of the letter. For example if you are dealing with a situation where you had unsatisfactory car repairs done on your car by a franchise dealership, you might write to the franchisee AND to the Head Office. Letters of request or invitation are generally considered to be a positive letter. The recipient will receive the information in a positive fashion. A letter of complaint is usually considered to be a negative letter. The recipient might receive the information in a negative fashion. Therefore, it is important that you choose positive language to help buffer the impact. Here are some suggestions for writing a complaint. 1.- explain the problem in the first sentences. 2.- remember that you are unhappy with the company, not the reader. 3.- keep the tone professional, not informal. Do not use a lot of emotional words (e.g. terrible, the worst). 4.- you may want to include a positive sentence about the company or your previous experience with the product. 5. Be specific about what action you are requesting. 6.- if this is a very serious complaint, explain what additional action you will take if the company does not take care of the problem. The language of complaints. It is not possible to...
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...Filed 5/30/12 Viadro v. Titus CA1/5 NOT TO BE PUBLISHED IN OFFICIAL REPORTS California Rules of Court, rule 8.1115(a), prohibits courts and parties from citing or relying on opinions not certified for publication or ordered published, except as specified by rule 8.1115(b). This opinion has not been certified for publication or ordered published for purposes of rule 8.1115. IN THE COURT OF APPEAL OF THE STATE OF CALIFORNIA FIRST APPELLATE DISTRICT DIVISION FIVE |JULIANNE VIADRO AS LIQUIDATING TRUSTEE FOR HUMBOLDT CREAMERY, LLC, | | |Plaintiff and Respondent, | | |v. |A132331 | |RALPH A. TITUS et al., | | |Defendants and Respondents, |(Humboldt County | | |Super. Ct. No. DR091101) | |LINDA NICHOLSON et al., | | |Movants...
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...divided into pleadings, discovery, dismissals, pretrial judgments, and settlement conference. These events are followed by the trial proceedings and appeals, if applicable. Nontraditional litigation includes alternative dispute resolution (ADR). The most common form of ADR being arbitration (Cheeseman, 2013). Other forms include negotiation and mediation. It is up to management to determine which form of litigation is appropriate for the organization. A pleading is the paperwork that is filed with the court to initiate and respond to a lawsuit (Cheeseman, 2013). The pleading process involves a few steps, including: the complaints, the answer, the cross-complaint, and the reply. Every lawsuit begins with a complaint. After the complaint is filed with the court an answer must then be filed by the defendant. In some cases, a defendant may file a cross-complaint, or countersuit against the plaintiff. The plaintiff must then file a reply. During the discovery period, both sides go on a fact-finding mission to state and/or defend their cases. Once these steps are complete, the trial is ready to be heard. If the trial requires a jury, voir dire takes place, otherwise known as “jury selection”. At the onset of the trial opening statements are made and both sides present their case. In this case of a trial by jury, the jury will pass down a verdict once the case is heard and closing statements are made. The judge will announce the decision upon accepting the verdict. The losing party...
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