Analyzing Customer Complaints and HRM Strategies for Improvement

This report delves into the crucial role of Human Resource Management (HRM) in addressing customer complaints and enhancing overall customer satisfaction. The assignment begins by emphasizing the importance of effectively managing customer concerns to build a strong brand image. The report outlines a systematic approach to address customer complaints, starting with investigating the root causes of dissatisfaction, such as late or incorrect shipments. This involves analyzing customer feedback, collaborating with the operations department, and identifying areas for improvement. The core of the solution involves providing targeted training and development programs for employees to improve their skills and ensure they can provide excellent service. Furthermore, the report recommends implementing customer relationship management systems and installing advanced technologies to improve product quality and expedite complaint resolution. The ultimate goal is to proactively manage customer issues, thereby increasing customer retention and loyalty.

Running Head- Human Resource Management
Human Resource Management

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Human Resource Management
Introduction
It is very important to address the need and wants of the customer in an effective manner. The
key factor which makes any organization to achieve success and to build the brand image is
addressing the customer compliant in an effective manner.
Case response
My first responsibility as an HR professional is to investigate the causes of the increase in the
customer complaint. In the first hand I would like to investigate the real cause of customer
complaint. Here I would to collect the information that why customer are not satisfied. Then
reviewing the customer feedback and analysing the facts would be my second action. Here I
would investigate the causes of the late and wrong shipment. Then I would like to collect the
information from the operation department then why wrong shipment is been there which is
creating negative feeling among the customer. Finding the real cause and impact I will start
providing the proper training and development to the concerned employees. It is because to make
them enough competent to work effectively and efficiently.
It would be my prime responsibility to provide fine and reliable product and services to the
potential customer on time and to effectively redress the customer complaint. So in a way to
bring this into reality, I will appoint the proper team who will try to resolve the customer
problem in an effective manner. Customer relationship and complaint management team should
be appointed who can effectively address the complaint on a prompt basis (Wasfi, H., and
Kostenko, O. 2014).
The step should be taken as a Human Resource Manager

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Human Resource Management
Providing proper training to employees and making them aware of the importance of customer
satisfaction. Installing the latest technology in the production department to manufacture the fine
quality of the product (Davidow, M. 2003). Installing the system of customer management which
will help in sorting out the customer complaint if any on prompt basis.
References
Wasfi, H., & Kostenko, O. (2014). The Impact of Complaint Management on Customers
Retention: Banking Industry in Sweden and Lebanon.
Davidow, M. (2003). Organizational responses to customer complaints: What works and what
doesn’t. Journal of service research, 5(3), 225-250.