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Solving the problem: managing complaints at BUPA

Norman Dingemans (Norman Dingemans is Head of Member Relations at BUPA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 August 1996

1164

Abstract

Defines a complaint as an occasion on which one fails to meet a customer’s expectations. Examines ways in which complaints should be handled when received by an organization. Shows how it is necessary to identify the correct root cause of the problem before acting and suggests strategies for handling and dealing with complaints as they are received in order to achieve this. States it is essential to have a named person to manage complaints or at least that the person at the point of contact with the customer should be empowered to assume this responsibility.

Keywords

Citation

Dingemans, N. (1996), "Solving the problem: managing complaints at BUPA", Managing Service Quality: An International Journal, Vol. 6 No. 4, pp. 23-26. https://doi.org/10.1108/09604529610120249

Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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