Solving the problem: managing complaints at BUPA
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 August 1996
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