Customer Complaints And Corrective Action

Although conventional wisdom of the company is that there are no complaints, the company is not perfect. There are complaints. Some may not be viewed as complaints because they are handled on the phone when the customer calls. Others may be swept under the rug or not communicated to management. But there are complaints. 1.2 The company has the policy to resolve all complaints as cheaply as possible. The sales/marketing personnel have the discretion to resolve the complaints. Without a formal system to record and analyze complaints, management does not know the extent of actual complaints. Nor can it take action to correct the root cause of the complaint.