The Impact of Communication Art in Resolving Customer Complaints

Souad Ouhammou and Oussama Manar
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Souad Ouhammou: Business Management, Nuist, China
Oussama Manar: Business Management, Nuist, China

International Journal of Research and Innovation in Social Science, 2024, vol. 8, issue 12, 1560-1574

Abstract: In the current fiercely competitive corporate environment, resolving complaints effectively has become essential to preserving client loyalty and pleasure. This study examines how communication art affects customer complaints and examines the ways in which different communication techniques and abilities influence the resolution of complaints in a way that is favorable to the parties involved. This study intends to offer important insights into the significance of effective communication in raising customer satisfaction and developing enduring customer relationships by investigating the roles of active listening, empathy, and clear communication in addressing customer issues. In order to investigate the effect of communication art on complaint resolution, the study uses a quantitative methodology that includes customer feedback. Through the examination of customer service professionals and customers experiences in real-life circumstances, this study explores the essential components of effective communication that have a beneficial impact on complaint resolution. The results show how important it is to actively listen to identify the underlying issues that lead to consumer complaints. Actively listening to clients’ concerns enables service providers to pinpoint underlying problems and tailor their responses to meet both the customers current needs and emotional requirements. Another important component is empathy since clients value service providers who show real concern and understanding. By recognizing the feelings of clients, customer service organizations are urged to fund training and development initiatives that improve the communication abilities of their customer care agents to fully realize the advantages of communication art in complaint resolution.

Date: 2024
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