The concept of this categorization is based on the assumption that all behaviors and ways of acting of a person using the offered services, in this case transport services, are the result of the autonomous (natural) behavior of customers. Therefore, an enterprise that wants to meet the conscious and unconscious needs of customers in its market strategy should anticipate the behaviors they will exhibit in various situations during the service delivery process. With this assumption, if customer service ends in dissatisfaction, we have a clue as to which areas of the system should be further refined in their procedures so that the situation causing dissatisfaction does not recur in the future.
Thus, thinking about improving the services offered by a given enterprise as a continuous process, it is necessary to implement a system that detects errors in its functioning.
The most natural way to improve the level of customer service is to analyze the causes of dissatisfaction. Descriptions of situations causing dissatisfaction are manifested in complaints received by the company.
Conducting an analysis of the causes of complaints is associated with many difficulties resulting from the diversity of complaint cases occurring over a long period of time. In order to enable a correct and effective analysis, it is necessary to apply a systemic approach that allows for quick conclusions to be drawn from events occurring in the enterprise.
The aforementioned systemic approach allows for the assessment of phenomena occurring within the enterprise in three homogeneous planes, i.e., system structure, mandated procedures, and regulations. In this publication, the plane of regulations will not be considered.
For the assessment of the system structure, we will also include the customer as a system to which information about procedures for the transport service process is provided through appropriate communication channels, such as timetables, tickets, etc. In addition to the cited assessment categories, additional conditions that also affect the operation of individual systems are taken into account, e.g., random conditions or the individual predispositions of the service provider.
In the process of creating a complaint categorization system, the enterprise was divided into subsystems, each of which constitutes a separate object participating or capable of participating in direct customer service. Such subsystems include sales offices, reservation offices, coach crews, coaches, carriers as institutions, etc.
For a service to be performed correctly, the appropriate knowledge and skills of the enterprise’s employees are needed. Knowledge of how to perform individual tasks facing individual employees of the enterprise is formalized in documents such as instructions or procedures.
The article comes from the magazine “Logistyka” 1/2004