ABSTRACT
Complaints from customers provide the enterprise with the possibility to improve its processes from the viewpoint of the customers. Setting up a complaints management procedure has therefore become an important component of delivery according to the needs of the market. Customers draw conclusions rather quickly when it comes to complaints, while the cause of the problem and the subsequent complaint lies elsewhere and could therefore perhaps be with another supplier. Helping by asking questions and finding out the actual cause of the complaint gives the customer the calm and latitude to remain in discussion. If several people become engaged in dealing with the complaint, everyone is informed of the situation and about what has already been done to resolve the customer’s complaint. Handling a complaint well means for the customer that he has been taken seriously, in order that the relationship can further develop.
