Att hantera kundklagomål är en del av förbättringsarbetet. Det menar Sven-Tore Bengtsson driver företaget Next Research & Consulting och som har arbetat med kvalitetsfrågor och kundnöjdhet i flera decennier.
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Kundnöjdhet
Låt inte rädslan för kundens klagomål styra. Låt dem bli en del av verksamhetsutvecklingen. Gör en strategi och se till att det är lätt för kunden att klaga. Kom ihåg att ett bra hanterat klagomål kan göra kunden ännu nöjdare och lojalare. Här är 10 steg för att bygga en strategi som gör den enklare för kunderna att bidra till förbättringar.

Var inte rädd för klagomål. Lyssna in kunden även om det blir konfrontation. Glöm inte att be om ursäkt. Bild Adobe Stock.
Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
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De senaste fem, sex åren ser han ett klart ökat intresse för frågan. Fortfarande är Sverige inte riktigt i närheten av till exempel amerikanskt bolag som rankar kundnöjdhetsfrågan på topp tre medan Sverige (enligt Sverigestudien) inte ens rankar frågan inom topp-20 i företagets prioriteringar.
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