Customer Service Staff and Their Approach to Claim Solving

Satisfaction and trust of the customers should be very important to companies. There is always a possibility of the claim and companies can prevent it only to a lesser extent. What they can prevent, are unnecessary losses during the complaint procedure. They can prevent loss of customers because of not well mastered complaint procedure by the customer service staff and their inadequate communication skills. Effectively mastered complaint procedure can strengthen the loyalty of the customers. The aim of the article is to present partial results of the research focused on the analysis of the customer service staff communication skills in the complaint procedure. The research was realized in selected telephone companies in Slovakia. Data collected were analysed by the means of statistical methods, based on which it was possible to identify weaknesses of the customer service staff and differences among telephone companies. Based on acquired results it is possible to state that the level of communication skills of the customer service staff is adequate and there are no significant differences among telephone companies.