What are marketing claims?

What are marketing claims?

Complaints and claims management procedure

The management of complaints and claims (also known as complaint management) is an area of great importance in the commercial management of a company. Every customer has the right to demand a solution when he/she considers that a service has been provided improperly or when his/her demands have not been met.

The way in which a company handles customer complaints can be decisive for its brand positioning in the market, as well as for its long-term growth. You have to work to improve the customer’s shopping experience at all times.

In this article we will see what is complaint management and what are the processes for handling complaints and claims in companies, as well as the best practices to achieve an adequate treatment of consumer complaints in transactions of goods and services with a company.

Complaints are a manifestation of customer dissatisfaction with the provision of a service or purchase of goods. They do not yet have the status of a claim. It is only a matter of bringing to the attention of the supplier a discomfort or dissatisfaction with the product or service received and the difference with the expectations about it.

Examples of customer complaints and claims

Complaint management in social networksArticle written by Palmira López-Fresno, European Expert in International Cooperation (PRACAMS project, Central America) and published in the Quality Magazine October-December 2012 with the definition of fifteen recommendations for a good quality of service.

see more…Complaint management in social networksArticle written by Palmira López-Fresno, European Expert in International Cooperation (PRACAMS project, Central America) and published in the Quality Magazine October-December 2012 with the definition of fifteen recommendations for a good quality of service.Strategy to improve Patient Care in the Community of Madrid. 2008Speech by Elena Juárez, General Director of Patient Care of the Ministry of Health of the Community of Madrid. – June 18, 2008 The strategy followed to improve Patient Care in the Community of Madrid was presented.PUB_LIBR_RES_ID3895Pack Satisfaction: “How to measure customer satisfaction” and “Guide for the management of customer complaints and claims “Complaint management. A source of improvement for your organization.2005This article exposes the methodology for the implementation of a complaints and claims management process in an organization and its usefulness for improvement.

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Complaints and claims management (also known as complaint management) is an area of great importance in the commercial management of a company. Every customer has the right to demand a solution when they feel that a service has been provided improperly or when their demands have not been met.

The way in which a company handles customer complaints can be decisive for its brand positioning in the market, as well as for its long-term growth. You have to work to improve the customer’s shopping experience at all times.

In this article we will see what is complaint management and what are the processes for handling complaints and claims in companies, as well as the best practices to achieve an adequate treatment of consumer complaints in transactions of goods and services with a company.

Complaints are a manifestation of customer dissatisfaction with the provision of a service or purchase of goods. They do not yet have the status of a claim. It is only a matter of bringing to the attention of the supplier a discomfort or dissatisfaction with the product or service received and the difference with the expectations about it.

Complaints and claims system in a company

It is important for companies to understand that the quality guarantee they offer is all or nothing when a customer files a complaint. Receiving and mishandling a complaint can seriously damage the company’s image.

Many times the customer, with his complaint, is offering the company the opportunity to strengthen his loyalty and keep him as a customer. Faced with such a warning, the complaint handling and management departments must get moving and act quickly. There are many companies that have already taken note of this need, but there are also many others that seem not to have noticed.

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Turning a negative situation into an opportunity requires changing certain behaviors and attitudes that, until now, have been commonplace in many organizations. This cannot be left to the luck of putting nice people on the phone or at the claims desk. This must be the result of conscious and sustained training on the part of managers and directors. The groundwork must be laid so that every time an employee receives a complaint, he or she listens well to the reason for the complaint, shows interest and that interest is sincere, and then delivers on his or her promises quickly and efficiently.