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Learn about the situation when customers are more satisfied after a service failure is corrected than before. Find out the background, history, factors, types and strategies of service recovery.
CAPA stands for corrective and preventive action, a set of improvements to eliminate causes of non-conformities or other undesirable situations. It is a concept within quality management systems, such as ISO standards and FDA regulations, and involves root cause analysis, investigation, action, review, and further action.
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.
A call centre is a facility for handling large volumes of telephone enquiries, while a contact centre is a broader concept that includes other communication channels. Learn about the origins, types, and features of call centres and contact centres, and their impact on customer service and labour.
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.
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.
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 ...
Customer service is the assistance and advice provided by a company to its customers. Learn about different types of customer service, such as in-person, online, automated, and AI-based, and how to measure customer satisfaction and loyalty.