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Mini-Quiz: Dealing with Customer Complaints

by Ron Kurtus (revised 6 June 2007)

Take this Mini-Quiz to check your understanding of the lesson material.

1. If a business makes quality products, should it need to answer complaints?

Yes, because it is part of satisfying the customer

It shouldn't answer them, if they are invalid complaints

Only when it is covered in a warranty

2. What can happen if a company ignores complaints?

Dissatisfied customers will tell others of the poor service

It saves money and time

The company can eliminate the customer service department

3. How can complaints help a company?

They give people in the complaint department things to do

They can make the competition overconfident

The company can find out about unknown problems

If you got all three correct, you are on your way to becoming a Champion in Total Quality. If you had problems, you had better look over the material again.

Provide the best service you can

Resources and references

Ron Kurtus' Credentials

The following resources provide information on this subject:

Ref 1.

In 1974 the White House's Office of Consumer Affairs commissioned a report called the TARP study which included these statistics on customer complaints.The company doing this study—Tarp—has published other reports on customer satisfaction issues for both the Government and industry.

The "13 people" statistic is cited in a number of books on Total Quality Management, based on the original Tarp study.

Web sites

TQM Resources


Top-rated books on Total Quality

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Mini-Quiz: Dealing with Customer Complaints

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