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Essay / Research Paper Abstract
This 8 page paper looks at a complaints process that is being used by a well known cable operator and considers how this compares to best practices identifies potential service measures and outlines advised improvements. The bibliography cites 4 sources.
Page Count:
8 pages (~225 words per page)
File: TS14_TEcomprocess.rtf
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Unformatted sample text from the term paper:
an acceptable level unless they get complaints that are interpreted as indicating a gap. This often results in the underassessment of dissatisfaction as many unhappy customers do not bother complaining
(Richins, 1983). However, when looking at the complaints procedures it may not only be an issue of underestimation due to many customers simply leaving and not making a compliant,
there is also the issue of getting the compliant heard. Using an example of a cable company; Comcast, with a complaint about the service it is possible to track
the way that the complaints system operates from the perspective of the customer and the stages it appears to traverse. The complaint starts with a telephone call. The first stage
of the call before the details of the complain are communicated the call centre employee has to take the account details and then listens to the cause of the complaint,
initially there will be the attempt of the call centre operative to act as a gate keeper if they are unable to deal with the complain themselves. As they only
have the ability to listen and deal with everyday issues a serious complaint will need to be escalated. The call centre staff try to deal with the complaints as they
act as gate keepers, the process is also further complaint by the system where it is stated the way the complaint is escalated is by completing a form for the
supervisor to call the customer back. This creates a delay and generates paperwork. It is also a stage that the customer has to push for and is not volunteered by
the employee. There is then a delay, the call centre operative states that the call should be within the next 24 hours, but this does not occur and the
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