Customer Webpage Complaint

 

It is important to mention that the availability of information and contact with the client is critical for the project because if it does not possess a good quality there is going to be lost clients that finally mean lost money for the company.

 

In the case that the company receives complaints about a problem in the website that means that the potential clients are not satisfied and that this problem have to be solved immediately because this complaints affects the next criteria that customers uses to evaluate service:

 

• Access: Involves approachability and ease of contact

• Communication:  Keeping customers informed in language they can understand and listening to them.

 

This problem can be solved using a customer complaint management system (CCMS) because we believe that complaints are inevitable due to the number of variables and perceptions involved in service transactions and every client is different, so we have to treat with him different.

The point of use a customer complaint management system is to use the client’s feedback and learn from the mistakes knowing that these both are the key ingredients for achieving a true TQM and sustained profitability.

 

It is obvious that the graphs, pages or other types of programs that are going to be used in our website won´t be compatible with all the computer platforms, but through the voice of the client we will be able to improve and correct the mistakes with the objective of have a really useful tool to communicate with our clients.

 

Using the customer compliant management system can be very expensive because it involves direct and indirect cost. But this price, the company can extract priceless knowledge, because complaints contains the direct voice of the customer and it can provide valuable amount of resources to the organization.