Having handled complaints and now experiencing trouble with a few service and product providers, made me think of the entire Complaint management cycle that a company should have…<\/p>\n
A few basic thought starters in random order
– Are you selling a product or service?
– What is the value of this product or service? And what is the premium you are charging?
– Who is the complainant? Internal or External? If external, Customer or Consumer?
– How critical is complaint resolution and management to the brand equity of the product?
– What types of complaints will be your liability and to what extent will they be entertained?
– Till when (time) should you take the liability (and extent) of ensuring the quality of the offering?
– What is the resolution process? Internal and Externally visible processes. Time between processes?
– Is the treatment the same for both internal and external people?
– How long should the final response time be?
– How much of information on the complaint will be shared with the consumer?
– How do you measure satisfaction of the entire complaint resolution process?<\/p>\n","protected":false},"excerpt":{"rendered":"
Having handled complaints and now experiencing trouble with a few service and product providers, made me think of the entire Complaint management cycle that a company should have… A few basic thought starters in random order– Are you selling a product or service?– What is the value of this product or service? And what is […]<\/p>\n","protected":false},"author":1,"featured_media":3979,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"book_review_cover_url":"","book_review_title":"","book_review_series":"","book_review_author":"","book_review_genre":"","book_review_isbn":"","book_review_publisher":"","book_review_release_date":"","book_review_format":"","book_review_pages":"","book_review_source":"","book_review_rating":"","book_review_summary":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4,6],"tags":[38],"class_list":["post-124","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","category-rambling","tag-problem"],"jetpack_featured_media_url":"https:\/\/ravi.rajiniravi.com\/blog\/wp-content\/uploads\/2021\/01\/photo-1547139559-c89c59d117611.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/posts\/124","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/comments?post=124"}],"version-history":[{"count":0,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/posts\/124\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/media\/3979"}],"wp:attachment":[{"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/media?parent=124"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/categories?post=124"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ravi.rajiniravi.com\/blog\/wp-json\/wp\/v2\/tags?post=124"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}