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Operations

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Operations Management
Operations Management

Customer Complaints & Quality Manangement at Hotel – The Manor

Group 8 – Section B

Sukhmeet Singh Sikka PGP15114
Harshit Jain PGP15082
Kanika Verma PGP15085
Nakul Yadav PGP15092
Pratika Saini PGP15100
Vikas Srivastava PGP15119

Customer Complaints & Quality Manangement at Hotel – The Manor

Group 8 – Section B

Sukhmeet Singh Sikka PGP15114
Harshit Jain PGP15082
Kanika Verma PGP15085
Nakul Yadav PGP15092
Pratika Saini PGP15100
Vikas Srivastava PGP15119

Importance of Customer Complaints:
Customer complaints are an important source of improvement for any industry especially the service sector. It offer the industry an opportuinity to correct immediate problems and pave way for preventing long term issues.
Also, in addition to this they also provide constructive ideas for improving the products and services, adapting to the new market market practices and updating the services.
In case of service industry, occasional problems with service of merchandise are, to some extent, inevitable, dissatisfied customers are not.
Companies can learn to recover from mistakes. A good recovery can turn angry, frustrated customers into loyal ones.
Recognizing the importance of responding fairly and efficiently to buyer disappointment in the marketplace, many businesses have established effective and innovative systems for resolving consumer complaints.
Within any industry, those companies with a positive philosophy and a reputation for fair complaint-management have a competitive edge.
A management philosophy that embraces customer satisfaction as a primary goal of business, instead of defending the company in the face of complaints, can change the rules of the game for companies.

It shifts the emphasis from the cost of pleasing

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