Problematika reklamačního řízení vybrané společnosti
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Vysoká škola báňská - Technická univerzita Ostrava
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Abstract
The bachelor thesis aims at the analysis of the complaint management including identification of areas for possible improvement of one of the company branches. The work has been done at CANIS SAFETY a. s. which deals with the production and sale of protective work clothes and accessories. The whole work focuses specifically on complaints processes.
The theoretical part presents a brief introduction of the company and its product portfolio. This section also defines the terms that can be encountered in the complaint process.
The practical part describes the process of actual claim management. In addition, the most common causes of complaints are described, analysed and discussed.
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Complaint, Complaint process, Defects in the products, Consumer protection, Customer.