Customer Complaints

Complaints are any comment regarding the product. They can be positive or negative, subjective or objective, or a combination. Complaints originate with any person outside the company. Complaining customers are giving the company opportunity to find out what their problems are so the company can help them.

Having the information on the label allows the customer to locate a phone number in the local phone book or utilize internet perch. This optional piece of information can be a very valuable tool for the company because it helps to steer complaining customers directly to the company.

Customer complaint often relegated to a consumer response group must be monitored by the chairman of the review committee and the review committee and the QA managers of affected business on regular basis.

The absence of customer complaints does not necessarily mean that all is well. Receipt of complaints, on the other hand, can highlight deficiencies which might have taken some time to find by internal method, of at all.

Customer complaints are one of the most available and yet underutilized sources of consumer and market information; as such, they can become the foundation for a company’s quality and service recovery programs.
Customer Complaints