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Grievance Redressal is a management- and governance-related process used commonly in India.While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively.
By including customer satisfaction in the definition, service recovery is a thought-out, planned process of returning aggrieved/dissatisfied customers to a state of satisfaction with an organization/service. [3] Service recovery differs from complaint management in its focus on immediate reaction to service failures.
The Local Government and Social Care Ombudsman (LGSCO), legally the Commission for Local Administration in England and formerly known as the Local Government Ombudsman (LGO), investigates complaints from members of the public about councils and some other some other authorities and organisations providing public services in England. [1]
The customer service issue was blamed by new Chief Executive, George Saul, on its outsourcing to an external agency of the customer complaints aspect of the business by the firm's previous management. [2] In 2005, BCA's handling of complaints was criticised by trade regulator the Direct Marketing Authority. [4]
The Financial Ombudsman Service is an ombudsman in the United Kingdom.It was established in 2000, and given statutory powers in 2001 by the Financial Services and Markets Act 2000, to help settle disputes between consumers and UK-based businesses providing financial services, such as banks, building societies, insurance companies, investment firms, financial advisers and finance companies.
Customer Support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [ 1 ]
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
Call centre technologies often include: speech recognition software which allowed Interactive Voice Response (IVR) systems to handle first levels of customer support, text mining, natural language processing to allow better customer handling, agent training via interactive scripting and automatic mining using best practices from past ...