Today, professional complaint management is essential for offering good customer service. It can also mitigate impending loss of image and revenue. Complaint management, as part of customer relationship management (CRM), is an essential component of tenant retention. If complaints are handled confidently and dissatisfied customers are turned back into satisfied ones, trust is regained and tenant loyalty is increased.
The main objectives of complaint management are, on the one hand, complaint handling, where a complaint is dealt with swiftly and in a solution-oriented manner, and, on the other hand, performance improvement, where the product/service is further improved on the basis of customer feedback.