Handling Customer Complaints and Managing Service Recovery
             To outline the courses of action open to a dissatisfied customer
             Explain the factors influencing complaint behaviour
             Identify the principles of an effective service-recovery system
             Explain the techniques for identifying the root cause of service failures
             Customer satisfaction is linked not only to fault free service, but also to what transpires when something does go wrong.
             First law of quality might be: “do it right the first time” - but service failure does occur.
             Customer Response to Service Failure
             Do nothing, but the service provider’s reputation is diminished
             Take action with a third party such as ACCC
             Defect and do not use the provider again
             Responsive organisations look at complaints in two ways:
             As a stream of market research information highlighting where improvements are needed
             Series of individual customer problems which need to be solved
             the service provider’s own employees
             intermediary organisations acting on behalf of the original supplier
             managers who normally work backstage but are contacted by a customer seeking higher authority
             suggestions or complaint cards mailed or placed in a special box
             Complaining Behaviour in South-East Asia
             Asian consumers may be less willing to send written complaints than others
             Asian consumers are less likely to complain about poor service
             Service failures are more likely to be tolerated
             Individuals may restrain their own self interest if it would disturb others
             57% of respondents had experienced at least one problem with products/services in the past 12 months
             73% with a serious problem took some action to have it corrected (this varied between 49% and 93% depend

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