The Value of Complaints Student`s

The Value of Complaints Student`s

TheValue of Complaints

TheValue of Complaints

Question1

Asthe customer relations manager (CRM), I convey the value of thecustomers complains to my organization by demonstrating the effectsit has on customer retention and loyalty as well as therecommendation of the organization to other customers promoting theorganization. I would convert the effects of customer to percentagesto be able to calculate the worth of improving the customerexperience of the organization. Complains may reflect negatively in afirm or positively depending on the complaint handling policies.Therefore, it is important to invest in the complaint handlingprocess.

Question2

Successfulhandling of complaints, promotes customer retention, which isimportant owing to the slow growth of markets. Customers are lesslikely to defect if complaints are addressed properly. It also turnscustomers into promoters of the organization by increasing theirchances of recommending the organization to others, thus, increasingthe number of loyal customers in the organization. Customers who havebeen referred have a 92% retention rate. It also helps theorganization in knowing their weak areas and improve on them to servethe customers in a better way which in turn leads to a strongrelationship since the customer’s needs have been satisfied.

Question3

Iencountered a complaint in a hotel where a guest was dissatisfiedwith the services ranging from the condition of the room to therudeness of the staff. He packed and booked out of the hotel atnight. As the customer service representative, I would haveinvestigated the claims to ascertain the truth. I would then call thecustomer, thank him for the feedback, and offer an apology on behalfof the hotel. Finally, I would refund some of the money paid andinvite him for a discussion on how to better the conditions.

Reference

Dibeehi,Q., &amp Dobrev, Z. (2010). The Customer Complaints X-Ray. TheKey to Customer Retention And Loyalty Via Customer ComplaintsHandling,3-10. Retrieved fromhttp://cdn.beyondphilosophy.com/wp-content/uploads/2014/09/The-Customer-Complaints-X-Ray-QD-ZD-0312-v3.pdf