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Abstract


MÜŞTERİ ŞİKAYET YÖNETİMİ; KAVRAMSAL BİR BAKIŞ

Today’s competitive environment has turned into a complete chaos for businesses. One way to get rid of this chaos is to persuade business customers who prefer to be together for a long time and listen to them. The aim of this article is to draw attention to the customers, who are ignored in practice, while the "customer is king" mentality within the business strategies. The advantages to be gained by listening to customer complaints will rip the enterprise out of other competitors, and this advantage requires a field of knowledge that is not readily available to all operators. Many theoretical knowledge which takes place on the complaint management and examined the concept of customer complaints earlier in this article, then addressing issues such as the contribution provided to the company's reasons for complaints and grievances listening.



Keywords
Customer Management, Customer Relationship, Customer Complaints.



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