Impact of Customer Complaints on Profitability and Image of a Company

Abstract

Complaints should be taken as a signal for assessing the performance of a company, indicate a lack of success or problems in an internal system that required fast quick recovery so that the migration of good customers can be avoided. Companies must learn that the outcomes of losing customers are in the form of negative Word of mouth and decrease in profit. The basic target of the study is to highlight the main points of an adequate process for managing complains w.r.t identifying less expensive systems and learning weak points of the company. Outcomes concentrate complaining style of customer and at the same time on the growth and exercising the recovering strategy of the service.