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Major reasons for losing clients at work and steps to be taken in eradicating these problems - Research Paper Example

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Project Proposal: Identifying the Causes of Customer Complaints and Recommendations for Preventive Strategies Olayinka Oluyende Student Number: X Module Title: Designing Practitioner researcher Module Number: IS7010 Tutor: Tony Wall 4th December 2012 1…
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Major reasons for losing clients at work and steps to be taken in eradicating these problems
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Download file to see previous pages The project also strives to propose possible measures of addressing these problems. The research questions that will guide the survey include: What are the causes of customer complaints, which are the most important in terms of frequency, and which resolutions are feasible to management. Data collection will be conducted through online focus groups while content tracking and run charts will be applied for data analysis. Table of Contents 1.Abstract 2 Table of Contents 3 2.Framing the Research 5 2.1Reviewing My Professional Context 5 2.2 Review of External Knowledge 6 2.3 Training 7 2.4 Motivation 8 2.5 Communication with Staff 8 2.6 Equipments 8 2.7 Customer Complaint Analysis 9 2.7.1. Error or Unreasonable Expectations 9 2.7.2. Reasonable Mistakes 10 2.8 The Iceberg Theory 10 2.9 Fishbone Theory 12 Fishbone Diagram 13 2.9.1 Economic Theory 14 3.Research Purpose & Research Questions 15 4.1 Research approach 15 4.2 Methods of Data Collection and Research 16 4.2.1 Stage 1: Alternative Method of Data Collection (RQs A & B) 16 4.2.1 Stage 2: Alternative Method of Data Analysis (RQ C) 18 6.Conclusion 21 7. ...
I am delegated to deal with complaints and recommendations that are received to a dedicated email address on a daily basis from the clients. My position in the organization gives me an opportunity to oversee the day-to-day activities of the organization. This is because I have to authorize all the paperwork before it is entered onto the company’s database. My position empowers me with vast knowledge that enables me access adequate data and information vital for this research. However, although I have access to this information, I have not systematically identified what are the causes of the growing number of complaints. The purpose of the project is to identify the main causes of complaints within the company. The organization is having difficulties with complaints i.e. 20 complaints per month within the last 3 months. This is making the company experience financial losses as considerable resources are being channeled to improvement strategies aimed at curtailing these complaints (Young, 2008). However, these strategies are proving inefficient. The company image is also being soiled by increased complaints; lowering its competitiveness. Complaints are also wasting precious time that could otherwise be utilized by employees in improving productivity within the company. The complaints come in a repetitive pattern signaling that their causes could be interrelated, or recur even after the staff have addressed them and confirmed that everything is in order. This act of irresponsibility on behalf of the temporary staff can be mainly due to lack of training provided to them. This is because they are on temporary contract and lack job ...Download file to see next pagesRead More
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