Addressing Customer Concerns, Issues, and Complaints

Robert S. Fleming and Michelle Kowalsky
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Robert S. Fleming: Rowan University
Michelle Kowalsky: Delaware County Community College

Chapter 43 in Realizing Organizational Effectiveness, 2024, pp 143-144 from Springer

Abstract: Abstract Although the employees of many organizations often view handling customer concerns, issues, and complaints as a necessary evil of their job and one that they would prefer to avoid dealing with, addressing such concerns actually constitutes one of the most important responsibilities that any organization, and its employees, have to their customers. Although it can be somewhat frustrating when what started out as no more than a seeming inquiry or question from a customer transitions to their actual reason for reaching out to an organization, customers have a right to expect and certainly deserve to have their concerns, issues, or complaints received and addressed in a professional, courteous, and timely manner.

Date: 2024
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DOI: 10.1007/978-3-031-80516-5_43

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