Complaints Management in Cleaning Services
Molnar, Ella (2015)
Molnar, Ella
Laurea-ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015120319140
https://urn.fi/URN:NBN:fi:amk-2015120319140
Tiivistelmä
Customers today have become increasingly empowered and have high expectations of good service. Thus the need for constant change and improvement is necessary in the service business. In order to keep up with the expectations customer feedback is vital. Complaints are one method of acquiring feedback, which offers a chance to improve existing services.
Complaints have the possibility to give the service provider valuable insight into the current problems and areas that need to be improved. Effective handling of complaints provides an opportunity to correct and improve the services and in this way to increase customer satisfaction, loyalty and profit.
The objective of this thesis is to develop a better complaint handling solution for a service provider company. The case company for which the research is conducted is Lassila and Tikanoja, a service provider offering cleaning services. In the theoretical section of the thesis report the focus is on explaining how complaints can be a gift for the company and how complaint management can affect customer satisfaction and loyalty. The empirical section focuses on identifying the problems in Lassila and Tikanoja’s complaint handling methods and also in developing a new system that would be more efficient for the company.
Complaint handling is concerned with taking into consideration the customer’s needs and ex-pectations. The empirical section of the thesis project was conducted with the help of one of Lassila and Tikanoja’s biggest clients. Firstly, complaints were analyzed to get an idea about the most common problems and then interviews were conducted with representatives of the client company and also with representatives and employees from Lassila and Tikanoja. Finally, a new system was developed with guidance from the company’s IT department. The development ideas include the introduction of an improved mobile phone based system, which would include incorporate changes to the existing system to offer a chance for improved complaints handling.
Complaints have the possibility to give the service provider valuable insight into the current problems and areas that need to be improved. Effective handling of complaints provides an opportunity to correct and improve the services and in this way to increase customer satisfaction, loyalty and profit.
The objective of this thesis is to develop a better complaint handling solution for a service provider company. The case company for which the research is conducted is Lassila and Tikanoja, a service provider offering cleaning services. In the theoretical section of the thesis report the focus is on explaining how complaints can be a gift for the company and how complaint management can affect customer satisfaction and loyalty. The empirical section focuses on identifying the problems in Lassila and Tikanoja’s complaint handling methods and also in developing a new system that would be more efficient for the company.
Complaint handling is concerned with taking into consideration the customer’s needs and ex-pectations. The empirical section of the thesis project was conducted with the help of one of Lassila and Tikanoja’s biggest clients. Firstly, complaints were analyzed to get an idea about the most common problems and then interviews were conducted with representatives of the client company and also with representatives and employees from Lassila and Tikanoja. Finally, a new system was developed with guidance from the company’s IT department. The development ideas include the introduction of an improved mobile phone based system, which would include incorporate changes to the existing system to offer a chance for improved complaints handling.