The analysis of client's complaints and the measures of improving the clients' satisfaction in the organizations which have implemented a quality management system

In order to continually improve the quality of the services companies offer their clients, it is necessary for them to constantly monitor the complaints they receive. One must take into account the fact that clients' demands change permanently, even if, at the core, they have the same demads regarding the quality and the promptitude of the services they receive. Improving the communication with the client should be one of the company's main preoccupations, especially if we bear in mind the fact that choosing the wrong communication channel and the cognitive dissonance are the main factors which cause conflicting situations. Following the analysis we performed, we noticed that, in many cases, the client's demand was only that of efficient communication. The client has to observe the employees' transparency, availability and empathy as partners in the contract sealed to solve the problem. For example, according to the management system of complaints, the department manager analyses all teh complaints regarding the post-sale activities, carefully identifying the real causes/roots which led to the complaints. The next step would be to make a decision about the actions that need to be taken, documenting the answers, recording and sending them to the client and to the Romanian representative of the importer, where necessary. All these theoretical and practical aspects are to be explained in detail in this scientific paper, applied to an actual case, in an organization which has implemented a quality management system.