Customer complaints

Abstract

The aim of this dissertation is to learn about complaint handling at the Customer Care Section of in organisation specialising in public service. The study starts with an elaborate examination of what constitutes customer complaints, followed by an overview of how a Customer Care Section can project its identity to gain a positive attitude, through customer care, public relations and good communication skills. It is against this theoretical framework that customer complaints are examined. The customer care staff are interviewed and are asked about the complaint handling procedure, about internal and external relationships and about the customer care objectives and constraints. Attitudes and opinions of the complainants towards the Customer Care Section are also measured to detect the degree of similarity between the section's attitudes and perceptions of the customer care personnel and to compare and contrast these views with those of the complaining customers. Levels of effectiveness of the customer care's techniques are thus gauged, and suggestions how these can be improved are made.