Enhancing Complaint Handling Operations to Measurably Reduce Cost, Dissatisfaction and Employee Frustration
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Why does the call center spend most of its time responding to individual customers rather than asking "why are we getting all of these calls?"In reality most customer dissatisfaction is due to broken products and processes. Did you know that 30 percent of all customer contacts are preventable? John Goodman knows this and wants to help you close your customer feedback loop.Goodman, Vice Chairman of Tarp, has been studying complaint handling since 1971 when he co-founded the company with fellow Ha...
