Abstract
Looks at the recent growth of customer complaint handling or customer recovery programmes in UK organisations. Discusses the development of customer relations services and recognition of customerconcerns; the major change in outlook among managers to complaints. Outlines why it pays to addresscustomer dissatisfaction and prioritising quality standards. Stresses the need to integrate information based on complaints into established and trusted sources of intelligence within the company. Finally details the root causes of customer dissatisfaction.
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