A Study on Customer Complaint Handling System

Masashi ICHINOSE  Hiroshi TOKUNAGA  

Publication
IEICE TRANSACTIONS on Communications   Vol.E77-B   No.2   pp.261-264
Publication Date: 1994/02/25
Online ISSN: 
DOI: 
Print ISSN: 0916-8516
Type of Manuscript: LETTER
Category: Communication Networks and Service
Keyword: 
intelligent network services,  service operation,  customer complaint ticket,  information,  

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Summary: 
From the viewpoint of customer's satisfaction, precise information and rapid action are very important when complaints about call connection failures or service quality deterioration come from customers. It is indispensable to the propose that operators are supported by an operation system which stores and processes each customer's information, their complaint's histories, network failure status and call connection detail data. This paper shows functions and Human Machine Interface (HMI) of Customer Complaint Handling System (CCHS). This system can handle a customer's complaint by an electric ticket and necessary information is automatically collected and shown on the ticket.