ABSTRACT
Companies sometimes think that they are doing well because none
of their customers are complaining, only to discover later on that
customers were dissatisfied and haven’t returned. It is better to encourage
them to complain even about the petty things, than to wait until things
become really bad. Often the complaints simply arise because the
customer doesn’t feel he has been “treated right”.
It may be astonishing to note that the reason why large percentage
of customers change suppliers may have less or nothing to do with the
quality of the product or service. It was because customers felt the
company did not communicate with them. They felt they are being taken
for granted. The first thing a complainant is looking for is a sympathetic
ear.
Handling complaints is probably the most common forms of
customer care and there is a standard procedure for dealing with it. Many
customers see they way an organization handles the complaints as the test
of commitment to the things being practiced and preached about customer
care.
The major objective of this work is to establish the relevance of
customer complaints on companies’ preferences and how Nigeria private
and public enterprises have faired or failed on handling customer
complaints.
In order to achieve the above aims, a comparative analysis of
customer complaints handling in private and public service oriented
enterprises in Nigeria was conducted. Research questionnaire copies were
designed and administered on 25 operators and 50 customers of the
service industry.
ABSTRACT
Companies sometimes think that they are doing well because none
of their customers are complaining, only to discover later on that
customers were dissatisfied and haven’t returned. It is better to encourage
them to complain even about the petty things, than to wait until things
become really bad. Often the complaints simply arise because the
customer doesn’t feel he has been “treated right”.
It may be astonishing to note that the reason why large percentage
of customers change suppliers may have less or nothing to do with the
quality of the product or service. It was because customers felt the
company did not communicate with them. They felt they are being taken
for granted. The first thing a complainant is looking for is a sympathetic
ear.
Handling complaints is probably the most common forms of
customer care and there is a standard procedure for dealing with it. Many
customers see they way an organization handles the complaints as the test
of commitment to the things being practiced and preached about customer
care.
The major objective of this work is to establish the relevance of
customer complaints on companies’ preferences and how Nigeria private
and public enterprises have faired or failed on handling customer
complaints.
In order to achieve the above aims, a comparative analysis of
customer complaints handling in private and public service oriented
enterprises in Nigeria was conducted. Research questionnaire copies were
designed and administered on 25 operators and 50 customers of the
service industry.
