Below is an essay on "Consumer Complaint" from Anti Essays, your source for research papers, essays, and term paper examples.
Running Head: Customer Service Team Discipline
Customer Service Team Discipline, Complaint; Product and Service
January 11, 2010
This paper explains that quality customer service is a key competitive advantage in today's marketplace and that companies that don't provide quality customer service will ultimately suffer for failing to do so. The paper also explains that in order for a company to provide the type of customer service that today's consumer demands, customer service representatives and managers must apply team discipline to master the skills and techniques needed to deliver uncommonly good service. The paper also explains mutual and individual accountability related to holding someone responsible. This paper also looks at performance agendas for applying both disciplines. Finally, the paper discusses what these skills and techniques are and concludes that their application will result in increased sales, better products, and improved business efficiencies for an organization.
Whatever business you’re in, there are going to be customer complaints. You simply can’t please everybody. Even if you’ve provided world class customer service and done your absolute best to deliver your promise to customers, complaints are inevitable. Handling the complaint is important first and foremost but understanding why customers complain is the key to good customer service. Only after reviewing and understanding the reasons behind the customer complaints can we think of a plan on what to do about it the complaints. Knowing what to do about it is not enough, which is why we need to learn how to handle the customer complaints.
As a team leader or manager we need to work toward collective work and not individual. The key for any company is mastering the discipline of small-group performance. The members of the small groups need to be conscious about when, where and how to use team discipline and single...