ANALYSIS AND MEASUREMENT IN CUSTOMER CARE

• » Analysis and Diagnosis of Customer Satisfaction
• » Measuring the Quality of Service
• » Research on Reasons Customers Leave
• » Systems Analysis of Complaints and    Grievances, the Dissatisfied Customer and    Critical Incident
• » Internal Audit Departments Linked to the    Customer´s Attention
• » General Telephone Service Audit
• » Audit of Call Centers
• » Analysis of Customer Satisfaction on the Internet    (chat rooms and forums)

Systems Analysis of Complaints and Grievances, the Dissatisfied Customer and Critical Incident

Do you have indicators to take into account the value of a client before a complaint or grievance?

Do you have a classification system to facilitate claims processing and analysis?

Do you know how to anticipate complaints with alarms systems based on indicators of activity?

Do you have strategies to further customer management that may be especially difficult?

Do your customers know what to do before a disagreement with the company?

Do you have systems to report the amount of dissatisfied customers in your company?

Do you know the reasons why some customers are dissatisfied and change the brand or supplier?

Can you determine the degree of dissatisfaction of customers who have not made complaints or claims and what might be the impact on your business?

Getting a new customer can cost 5 times more than it would have been to keep a customer who has given up due to problems encountered with our product, service, or management of complaints and grievances. For this reason, it is vital to have a system of control and management of complaints and claims, as knowing if there are dissatisfied customers and the reasons for those who have been disappointed with our product or service.

At Flint we analyze the complaints and number of dissatisfied customers and the reasons and characteristics that have led to this situation in order to:

• . Systematize and unify information to claims.
• . Transform the sources of loyalty claims.
• . Create a defined and effective channel of communication for their claims.
• . Find alternatives to compensation as a method of resolving claims.
• . Prevent new situations of dissatisfaction in the rest of the customers.
• . Achieve all involvement of the staff in the management of complaints and claims.
• . Determine which functions, departments, etc... we must act to minimize the situations of    dissatisfaction
• . Provide departments that relate to customers in a specific claims policy in certain    situations.

An excellent enterprise is not one which is never wrong, but that identifies where it was wrong and has the means to discover the reason for the error that allows you to perform corrective actions to ensure that it does not occur again.