Customer complaints are valuable sources of feedback that can help you improve your products, services and processes. But how do you know which complaints are related to which touchpoints in the customer journey? And how do you use that information […]
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Complaint management is an important capability for any organization looking to improve customer satisfaction, loyalty and retention. However, it is also a dynamic and constantly evolving field that requires continuous adaptation to new trends and technologies. In this article, we’ll […]
Complaint management software can help you handle customer feedback, resolve issues, and improve the quality of your customer service. But how do you integrate it with your existing CRM system so you can access and analyze all customer data in […]
When a customer complains, you want to solve the problem and restore their trust in your brand. But how can you apologize without damaging your reputation or admitting fault? In this article, you’ll learn how to balance apologizing to customers […]
A quality and complaints manager in retail companies is responsible for ensuring the quality of products and services and for handling complaints. Duties may include: Quality Assurance: The Quality and Complaint Manager develops and implements quality control procedures to ensure […]
Increasing efficiency: Complaint management software can automate the process of handling complaints, increasing the efficiency and speed of processing. Defect reduction: By automating the process, the software can help reduce human error when processing complaints. Transparency: Complaint management software can […]
Quality management and quality assurance are two terms used in connection with the quality of products or services. Although they are connected, they have different meanings: Quality management refers to the totality of all activities required to plan, control and […]
The Ishikawa Principle is a method for root cause analysis of problems, also known as the Ishikawa Fishbone Diagram, Ishikawa Diagram or Cause and Effect Diagram. It was developed by Japanese engineer and quality management expert Kaoru Ishikawa. The Ishikawa […]
The Kaizen principle is a continuous improvement method in quality management that was originally developed in Japan. “Kaizen” in Japanese means “change for the better” or “continuous improvement.” The goal of Kaizen is to continuously make small improvements in the […]
When you hear and see how often carelessness, laissez-faire attitudes and wrong priorities cause errors, non-quality and waste, it makes you wonder about the quality culture in some organizations. People often talk about quality culture, corporate culture, leadership culture and […]
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