Overview

complaint


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An expression of customer dissatisfaction which can directly affect the company or organization's permanent reputation. The management and handling of complaints is increasingly the focus of marketing interest because the way in which complaints are handled and resolved is critical to the image and reputation of a company or organization in the eyes of its customers. One badly handled situation with a customer complaint can forever injure the reputation of the company with that customer. See also customer loyalty.

Subjects: Marketing.


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