The effects of strategies implemented by companies to make customer complaint management effective on employees' attitudes towards handling complaints

This study examines the impact of strategies implemented by companies to effectively manage customer complaints on employees' attitudes towards handling complaints. The primary aim of the research is to identify how different customer complaint management strategies influence employees' attitudes and to develop relevant recommendations accordingly. Quantitative research methods were employed, with data collected through surveys and analyzed using statistical techniques. Additionally, a literature review was conducted to thoroughly investigate the content and effects of existing strategies. The findings indicate that customer-oriented strategies positively influence employees' sensitivity and attitudes toward complaints. Based on these results, it is recommended that companies review and enhance their strategies to improve customer satisfaction and strengthen complaint management. The insights gained from this study contribute significantly to customer relationship management and human resource practices.