This paper focuses upon the significance and position of customer as a driver of success of organizations not only from the wood industry. At the same time, it emphasizes the position of business entity in relation to the customer and stresses the variety of customer purchasing habits. A proof of the significance of monitoring and effectively resolving claims and complaints from customers within organizations and of the seriousness of resolving those issues is the fact that even the International Organization for Standardization deals with those issues, which work results in a systematic approach to resolving claims and complaints that is described in the following standards: -ISO 10001:2007 - Quality Management - Customer Satisfaction - Guidelines for codes of behavior for organizations; -ISO 10002:2004 - Quality Management - Customer Satisfaction - Guidelines for resolving complaints in organizations, - ISO 10003:2007 - Quality Management - Customer Satisfaction - Guidelines for resolving disputes outside the organizations. Standards making the abovementioned triumvirate are conceptually connected and together they represent a comprehensive approach to all phases of addressing complaints and claims from customers. The purpose of this approach is to provide a comparative base to assist organizations and their customers to carry out business in markets whose borders are being removed. It is necessary that the issue of resolving complaints, claims or disputes becomes common knowledge not only for the professionals but also for the lay public, using a different approach to individual groups of the public. It is important to identify and monitor various manifestations of post-purchase behavior of customers and to bear in mind that customers often recall the negative experience much more often than positive.
Financed by the National Centre for Research and Development under grant No. SP/I/1/77065/10 by the strategic scientific research and experimental development program:
SYNAT - “Interdisciplinary System for Interactive Scientific and Scientific-Technical Information”.