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| Author: | Schibrowsky, J. Lapidus, R. |
| Title: | Guidelines for direct marketers to aggregate and analyze third-party complaints |
| Journal: | Journal of Direct Marketing
1994 : AUTUMN, VOL. 8:4, p. 40-50 |
| Index terms: | DIRECT SELLING COMPLAINTS MANAGEMENT |
| Language: | eng |
| Abstract: | Most direct marketers have invested in complaint programs designed to handle individual complaints. However, an increasing number of direct marketing customers are filing third-party complaints. This article is designed to help in reversing that trend by forwarding a proactive approach to managing complaints. It presents a method to aggregate, analyze, and manage third-party complaints. This is a necessary part of a total complaint management program. |
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