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2 - Dealing With Complaints

2 - Dealing With Complaints

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Published by Michael Ricky

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Published by: Michael Ricky on Feb 13, 2009
Copyright:Attribution Non-commercial

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12/06/2013

 
EALING WITHCOMPLAINTS
PROJECTING THE RIGHTATTITUDE!
 
earning objectives 
When you have completed this moduleyou will be able to define the keyconcepts associated with HandlingComplaints and you will be able to:
Define what a complaint isUnderstand why Customers complainDescribe the components of aneffective complaint handlingprocess
 
nternal  
 
& external customers 
It should be noted that complaints from internalcustomers need to be handled effectivelyFrom an organizational point of view, poorhandling of complaints from internal customers canlead to:De-motivation of those who complainPoor performanceGeneration of defective productsand servicesLate delivery to the customer

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