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Customer Service > Customer Loyalty Management > Customer Communication and Complaint Management > Customer Complaint Management
Customer Complaint Management Research

Employ Benchmarking and Continuous Improvement Initiatives to Improve Complaint Handling 
With fifteen thousand AT&T operators handling six to seven million calls per day, AT&T has quickly recognized that complaint handling excellence is important to developing and maintaining customer loyalty... (ID 3350)
Companies Profiled: AT&T, Fidelity Investments, Citigroup, USAA
Price: $9.95
Develop Processes to Link Six Sigma Initiatives with Customer Satisfaction 
GE's customer satisfaction measurement process is a key Six Sigma tool... (ID 3286)
Companies Profiled: General Electric, Motorola
Price: $9.95
Integrate Call Center Functions with Overall Customer Service Strategy 
Practices in this document include: Ensuring service availability during critical “moments of truth.” Capturing key customer information to refine the customer loyalty strategy... (ID 3016)
Companies Profiled: State Farm
Price: $18.95
Integrate Customer Loyalty Efforts to Ensure that Key Customers are Retained 
Practices in this document include: Providing enough capacity to meet peak demand to ensure customers are satisfied during critical interactions... (ID 2987)
Companies Profiled: Fidelity Investments
Price: $9.95
Emphasize Customer Loyalty and Retention through Service 
Practices in this document include: Reflecting customer segmentation strategies in the service delivery system and service levels design... (ID 2966)
Companies Profiled: American Express, Baxter
Price: $9.95
Handle Customer Inquiries and Complaints Effectively 
Practices in this document include: Eliciting customer complaints to avoid costly customer defection... (ID 2701)
Companies Profiled: British Airways, American Airlines, General Electric, Citigroup, more ...
Price: $9.95
Designate a Single Point of Contact for Each Customer 
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2690)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95
Use Process Forms That Are Time Efficient and Cost Effective 
Best Practices, LLC undertook a multi-industry study to explore Integrated Customer Service in companies that have demonstrated effective operating practices and winning strategies in this area... (ID 2681)
Companies Profiled: DaimlerChrysler, Massachusetts General Hospital, Public Employees' Retirement Association, HFS Mobility Services, more ...
Price: $9.95
Measure Responses to Customer Complaints 
A world-class shipping company focuses on integrating customer satisfaction systems, supplier rationalization, and complaint management in order maintain quality control and customer relations... (ID 2534)
Companies Profiled: FedEx
Price: $9.95
Manage Complaints to Promote Customer Satisfaction and Achieve Company Goals 
This document looks at how customer satisfaction and company goals can be reached through organization, common goals, prioritization, complaint management, and data collection, segmentation, and integration... (ID 2523)
Companies Profiled: Xerox
Price: $9.95
How Leading Newspapers Deal with Customer Complaints 
The following document looks at how several newspapers deal with customer complaints to reduce canceled subscriptions... (ID 1230)
Companies Profiled: The Richmond Times-Dispatch, Macon Telegraph
Price: $9.95

 


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