Handling customer complaints effectively

Coping With Customer Complaints

Handling customer complaints e ectively: a comparison of the value maps of female and male complainants

Purpose – This paper explores the nature of complaint satisfaction with particular emphasis on the qualities and behaviors that male and female customers value during personal complaint handling service encounters. Design/Methodology/Approach – A semi-standardized qualitative technique called laddering was used to reveal the cognitive structures of complaining female and male customers. In tota...

Learning Adversarial Reasoning Patterns in Customer Complaints

We propose a mechanism to learn communicative action structure to analyze adversarial reasoning patterns in customer complaints. An efficient way to assist customers and companies is to reuse previous experience with similar agents. A formal representation of customer complaints and a machine learning technique for handling scenarios of interaction between conflicting human agents are proposed....

Epistemic Categorization for Analysis of Customer Complaints

We introduce the particular functionality of the Complaint Engine suite, the integrated complaint management component for mediating consumer disputes. We formulate the problem of epistemic categorization: whether a given complaint submitted by an upset customer is an adequate representation of company’s product, service and attitude towards customers. To do that, a sequence of communicative ac...

Handling class imbalance in customer churn prediction

0957-4174/$ see front matter 2008 Elsevier Ltd. A doi:10.1016/j.eswa.2008.05.027 * Corresponding author. Tel.: +32 9 264 89 80; fax: E-mail address: [email protected] (D. Va URL: http://www.crm.UGent.be (D. Van den Poel). Customer churn is often a rare event in service industries, but of great interest and great value. Until recently, however, class imbalance has not received much attent...