Are you able to make consumer complaints work for you? Yes, you can by using a complaint handling process. Through this process you may be able to identify potential service problems, product failures, and even increase customer loyalty.
Below are three websites I found, that are beneficial in creating and training a Consumer complaint Process.
Consumer Protection Laws and Deceptive Marketing
Handling Customer Complaints slideshow
Developing and Implementing Consumer Complaint Management Initiatives
Chief Compliance Officer