Who Is Responsible for Customer Service Complaints in an Organization?
The foremost reason for complaints by customers is that expectations of a product or service were not met. Complaints can drastically alter a customer's perception of a company. In one way or another, each level of the organization is responsible for resolving customers' complaints.
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President/CEO
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The president or chief executive officer of an company is responsible for customer service complaints because the top employee sets the standard for how employees are to treat customers. The president is the role model for how the company, as a whole, treats customers, clients and fellow employees.
Directors
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Directors of departments also are responsible for customer complaints because they make decisions regarding the allocation of resources such as manpower and funding. These allocations should benefit the customer as well as the company.
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Managers
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Managers implement employee recognition programs that reward quality front-line customer service representatives. Managers must also remove representatives who do not adhere to customer service guidelines.
Analysts
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Customer service analysts analyze recurring processes that often reveal ongoing sources of customer dissatisfaction. The analysts must provide recommendations and devise projects to increase customer satisfaction.
Representatives
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Representatives must provide proper customer service each day with each customer contact. They are responsible for following up when promised, treating the customer courteously and leaving the customer with a positive impression of the company.
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- Photo Credit Image by Flickr.com, courtesy of Calvin Cropley
