Customer Compliant Management Strategy Research

Customer compliant is a kind of non-visible property of corporations, how to properly handle compliant, grasp these customers and the related potential customers, is the very important question to the corporations. However, if customer's bad feeling exceeded the actual compliant itself during the process of compliant, or customer even feel it is more helpful to change the supplier rather than compliant to this corporation, customer will give up the compliant, and then stop using the product or service provided by this corporation.This article is studying Telecommunications Corporation A(abbreviated as A Corporation in this article), aims to setup one set of proper customer compliant management strategy, improve the customer compliant management ability, push A Corporation to focus on customer, improve service quality, to get more customers, improve the profit. Firstly, this article studied the meaning of research the customer compliant and management, summarized the customer compliant management status and related theories here and abroad. And then analyzed the existed problems of goal, monitor, implementation and integrated information management of A Corporation customer compliant management. Finally, setup and analyzed the customer compliant management strategy model from these 4 areas, briefly summarized the effectiveness of this customer compliant management strategy model.