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Fizzy Pop Executive Summary

479 Words2 Pages

Six dimensions of organizational responses are used to address complaints (timeliness, facilitation, redress, apology, credibility and attentiveness), which influence post-complaint customer behaviour (Davidow, 2000). It is crucial to realize how an effective complaint management system benefits to the Fizzy Pop as it resolves the complaint from disappointed customer in a timely and cost-effective way and increase the standard of service delivery. Particularly, a good handling system can reinforce the reputation of the company and increase trust in company’s process. In addition, the FP should consider the following recommendations to create an efficient complaint management system.
4.1 Recommendations

Customer satisfaction survey Workshops

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