Customer care and compalin handling

This document discusses the process of customer care, complaint handling, and collecting dues to retain customers. It defines a customer as someone who uses paid products or services from an individual or organization. The key aspects of customer care are learning customer needs, analyzing complaints, developing relationships, and using two-way communication. When handling complaints, representatives should remain composed, apologize, address customers by name, and work with customers to find solutions. To collect dues and retain customers, organizations can make calls, send letters or faxes, do personal visits, or involve trade groups. There is a six stage process to collections that starts with billing and can progress to legal notices if needed. Maintaining good customer service is important to keep customers.