Reviewing Complaint Response Procedures

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Hopes to Provide Better Service When Customers Have a Complaint

News Image will ask their customer service people how they feel about current complaint resolution procedure. is launching a major initiative to look for ways to improve their response efforts when a customer has a complaint, the company announced yesterday.

“Given that it is the end of the year, we want to find ways we can do better in 2014,” a spokesman said. “With that in mind, we thought that looking at our complaint resolution process is a good place to start. We think that the way a company responds to a complaint is one of the most important aspects of how they do business.”

The review will begin with the company contacting any customers that has ever come to them with a complaint, he said.

“We want to ask these people how their complaint was resolved, and if there is some way we could have done it better,” he said. “We will also ask them what they liked about our response to their complaint in order to get a well-rounded overall picture of what we are doing right and what we are doing wrong.”

Next, will ask their customer service people how they feel about current complaint resolution procedures, he said.

“Often employees, when given a chance to have a voice, will have ideas that management wouldn't think of,” he said. “If they can contribute to the discussion, we think that's a good thing.”

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Karmen Jones
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