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Service recovery is an organization's resolution of problems from dissatisfied customers, converting them into loyal customers. Learn about the effects of service recovery on satisfaction, loyalty, and the service recovery paradox, as well as the three categories of recovery strategies: customer, process, and employee recovery.
Grievance redressal is a process of receiving and processing complaints from citizens and consumers. Learn about the types of complaints, the steps involved, the challenges and the options for organizations to implement grievance redressal.
The Complaint tablet to Ea-nāṣir may be the oldest known written customer complaint. [1] A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a ...
Learn what business process mapping is, why it is important, and how it is done. See examples of flowcharts, diagrams, and tools for different types of processes and goals.
A service blueprint is a tool to show the service delivery process from the customer's perspective. It consists of customer actions, front-stage and back-stage actions, support processes, physical evidence, inventory and optional lines.
Learn about the seven visual exercises that can help troubleshoot quality issues, inspired by the seven weapons of Benkei. The tools include cause-and-effect diagram, check sheet, control chart, histogram, Pareto chart, scatter diagram and stratification.
Learn about the history, types and features of CRM systems, which are used to manage interactions with customers across different channels and platforms. Find out how CRM can help businesses improve customer satisfaction, loyalty and sales growth.
A flowchart is a diagram that represents a workflow or process, using boxes and arrows to show the steps and decisions. Learn about the origin, symbols, applications and variations of flowcharts in different fields and contexts.
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