Several themes were identified in the focus group phase of this study. The Customer It is very important to outline in any sales agreement what specifically will be done by the company and what will be done by the customer or some other party. Prudent sales agreements will sometimes specifically identify what the company will not do. Customer complaints often result when a customer selects a lower quality product because of price, but remembers all the features of a high quality product. The customer will complain about the product purchased because he or she becomes confused on the product features or regrets forgoing these features.
Many complaints come some period of time after a job is completed or a product purchased.
Often this may be a year or more later. The Company Businesses with good customer service reputations recognize that the employee dealing face to face with the customer is key in the customer's perception of their service. Progressive managers recognize these frontline people must be well trained, excellent in communicating with customers and able to seize the initiative. Consumer reactions vary from opportunism to cynicism. Some newer materials bring new requirements for production and maintenance.