Sample Essay

By going over interviewed reports of senior managers of leading organizations (Johnston & Mehra, 2002) it was identified that the leading managers who successfully operate the complaint management function tend to work with speed while investing resources in establishing a relationship with the customers. They tease out the complaints appropriately instead of causing more problems and issues.

They adopt a no blame culture and create closure for the customers by successfully processing the complaints of the customers and providing them with relevant and exceptional solutions and services. It is also important that the senior level management of the company should be involved in the development and the strategic decision making process for the customer management function.. The involvement of the senior management is important as it results in aligning the customer management function objectives with the objectives of the cable service providing company making the function work towards achieving the long term objectives of the company.

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