Abstract
Customer complaints can have a significant influence on the rapport and relationships between the customer and the company. This article aims to study the company’s response strategies for customer complaints from the perspective of rapport management, collecting the data from the airline outbound calls. Results show that there are three types of customer complaints and three kinds of response strategies related, but the effect of strategies on rapport management is not satisfying.
Highlights
With the rapid development of the society and economy, people live a better life and suffer more daily stress
Customer complaints can have a significant influence on the rapport and relationship between customers and companies
With the guidance of rapport management, this study majorly collected its data from the airline outbound calls, and aimed to classify the customer complaints, investigate the specific types of response strategies and evaluate the effect of strategies used
Summary
With the rapid development of the society and economy, people live a better life and suffer more daily stress. The most convenient way of relieving the stress is to make complaints. A student can complain about the burdensome homework to the classmates, an office worker may complain about the fussy boss to the fellows, and a customer can complain about the bad service to the agents. The last one is much more important in the business setting. Customer complaints can reflect the existing or potential problems in the products or services, influence the desire and decisions of other buyers, and impair the image and word-of-mouth of a company. A company must treat the complaints carefully and respond to them effectively in a timely manner
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