Serving the American Public: Best Practices in Handling Customer Complaints

This study was conducted by the American government in co-operation with over 50 private companies. It provides practical lessons learned and measurements you can use to evaluate your own policies and procedures related to customer complaint handling.

Table of Contents

1. Executive Summary
2. Overview
3. Leadership Strategies for Satisfying Customers
4. Information and Analysis
5. Planning
6. Human Resource Development and Management
7. Managing Customer Expectations and Satisfaction
8. Complaint Process Management
9. Business Results
10. Appendix I: Reinventing Complaint Resolution
11. Footnotes

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