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Complaint-Recovery Process Jason Paster The Pennsylvania State University What will be covered today? Improvements of the complaint-recovery process for your business Classifying customer complaints Responding to the customer The complaint-recovery process in action A self evaluation of your business What is the Complaint-Recovery Process? The process where companies receive complaints, process them, and communicate back to the customer. What is the goal? 100% customer satisfaction Documentation of customers problems/concerns for future reference To fix the customers problem/concern wherever feasible, as soon as possible How does your organization measure up? What has your office done to makes sure it listens to the voice of the customer? How do the leaders in your organization view complaints? How does your organization make it easy for customers to complain? What does your organization do to make it easy for employees to solve problems? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. /library/papers/benchmrk/bstprac.html. (2/16/01) How does your organization measure up? How does your organization track and analyze complaints? How does your organization use information about complaints to fix easy problems fast? How does your organization use information about complaints to identify and address underlying problems? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. /library/papers/benchmrk/bstprac.html. (2/16/01) How does your organization measure up? How is customer service incorporated in your organization’s vision, plans and actions? How do you get complaint information to the CEO or top management? How does your organization measure customer satisfaction for your overall service? Federal Benchmarking Consortium , “Best Practices in Resolving Customer Complaints,” Internet. /library/papers/benchmrk/bstprac.html. (2/16/01) Classifying Complaints Deve