© 2004 Cayman Business
Systems
Rev:
Pre-G3 - Rendered Thursday,
February 12, 2004
•Many problems arise from customer complaints. An internal
customer’s complaint could involve one department
complaining that they cannot use the output
of another department. An external customer
complaint could involve a customer complaining to a dealer that a transmission ‘shifts funny’.
•Frequently the wrong problem is solved and the customer complaint is not addressed. It is very important that the customer complaint be clearly understood. The only method to ensure this is to
have direct customer contact.
•For internal customers, it is advisable to have
representatives from the complaining
organization as part of the problem solving team. In many cases this approach is the only way a problem can truly
be solved.
•External customer complaints typically require direct
interviews to understand why the customer
is not satisfied. It is not unusual for a customer
complaint to be misrepresented by a company reporting system that classifies problems in prearranged standard
categories.