Handling customer complaints in field sales division

Date of Publication

2017

Document Type

Master's Thesis

Degree Name

Master of Business Administration

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation

Thesis Adviser

Maria Victoria P. Tibon

Defense Panel Chair

Raymund B. Habaradas

Defense Panel Member

Divina M. Edralin
Reynaldo A. Bautista, Jr.
Maria Victoria P. Tibon
Brian C. Gozun

Abstract/Summary

Customer complaints and dissatisfaction arising from the failure of delivery of products and services are common in any business. The Bank of the Philippine Islands (BPI), the organization that I work for, is exposed to a wide range of complaints of different degrees in the daily business operations of BPI. Within the department that I belong to, the Field Sales Department, there is a growing concern in addressing the complaints particularly from credit card related services given to one of our major clients, BPO Company, which is unnamed throughout the paper. Complaints and follow ups make up almost half of the total number of emails received from BPO Company. Thus, the interventions of the action research were geared toward improving complaint management with the use of e-CRM components: engage, order, fulfill and support. With the collaboration among BPI Field Sales Officers and Credit Card Department officers, we streamlined our sales process and aligned it to a customer-centric approach to embody the e-CRM components. With the help of technology, tools and resources were constructed to ease knowledge sharing within team members. Findings of this research revealed that the interventions decreased the number of customer complaints and follow ups by 6%. It also eased the tasks of each team member. My research experience taught me the value of understanding each individuals viewpoint and experiences through collaboration. I also developed my skills in leadership and communication. I grew to be more participatory, critical and at the same time self-aware. Thus, through this action research, I was able to initiate change within our organization.

Abstract Format

html

Language

English

Format

Electronic

Accession Number

CDTG007738

Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.

Keywords

Organizational change; Customer relations--Management; Sales management

This document is currently not available here.

Share

COinS