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While many firms have developed programs to handle individual complaints, few have implemented programs to analyze aggregate complaints over time. Attempts to fill that void and outlines a method to analyze and manage aggregate complaints. This is a critical part of a complete complaint management program.
Keywords:
Coding,
Complaints,
Customer service,
Data collection,
Product quality,
Research,
Sales methods,
Service quality,
TQM
© MCB UP Limited
1994
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