The Analysis about the Impact of ISO 10002:2004 System on Complaint Handling from the Perspectives of Eight Taiwan Small Business Overseas Sales Representatives

• Main Authors: Yi-shin Lin, 林宜忻
• Other Authors: John Cheng
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/60334131337251265726

碩士 === 國立雲林科技大學 === 應用外語系碩士班 === 101 === The main purpose of this study was to explore the factors that handle the customer complaints efficiently, and through the viewpoint of ISO 10002:2004 to investigate the errors, obstacles and misunderstandings during the complaint handling that usually encounter. This study included document analysis, and method of analyzing with a semi-structured interview. Participants in this study are eight experienced overseas sales representatives from the small and medium-sized enterprises. These interviewees expressed their perspectives and experiences toward the customer complaints to communicate, negotiate and then solve the problem in order to reach customer satisfaction successfully. Moreover, the interview is mainly probed into the management, planning, execution, and improvement of how to enhance the internal operation procedure and then boost the efficiency on the complaint handling. For further examination, an observance goes through ISO 10002:2004. Based on the document analysis and the results of the interviews, this study reaches the following conclusions: 1. There are four key elements of efficient complaint handling: promptness, positive attitude, customer focused approach and full participation. 2. The main principle of ISO 10002:2004 is continual improvement not only on the complaint handling, but the product, service quality as well. 3. Justice is positively related with the complaint handling and according justice theory, verify its attributes and elements on the complaint handling.