(Žilinská univerzita v Žiline, 2019) Cyprichová, Milada; Rostášová, Mária
The paper deals with the often neglected topic, which is the management of
complaints and complaints, as a process of disseminating information aimed at identifying
and correcting various causes of customer dissatisfaction. This article provides a unique
answering and response methodology for unjustified complaints and complaints through
content analysis and recommendations to help employees correctly respond to unjustified
complaints and complaints so that communication results in satisfaction on both sides.
