When you receive contradictory comments from customers, it is essential to understand them and align them in order to improve your quality initiatives. Here are some key steps to help you manage this situation: - Analyze and categorize #feedback: Identify common themes and discrepancies. - Clarify customer #expectations: Communicate with customers or use surveys to get clearer insights. - Segment #customers: Tailor solutions to the specific needs of different customer segments. - Form a dedicated #team: Involve multiple departments to coordinate quality improvement efforts. - Track #KPIs: Measure progress and adjust actions based on the results. - #Communicate improvements: Inform customers about changes made to build trust.

Here are some tips : 1) Segregate the feedback clearly into complaints, queries and requests. 2) Complaints need to be attended immediately for containment at the customer end. Work on a proper RCA and CAPA process to avoid repetition. 3) Requests need to be timely provided with required resolution. Check for the feedback before closing the ticket, re-open the ticket if necessary. Make the entire process right from raising the ticket to resolution seamless. 4) All queries must be provided with timely response. If there is a need for raising further ticket, please do so & provide the resolution. 5) Keep your systems up & running. 'Our systems are down'....is a very lame excuse. 6) Work on customer empowerment.