Abstract
Management of complaint from customers is an important function of service offices in industry. To analyze the reasons of complaints and to take adequate actions to other customers as well as to meet the requirements from the customer bring the improvement of the customer satisfaction, and it requires accurate reports from the service staff, adequate directions by the manager, and information sharing among the whole staff. However, spread of mobile phone and other mobile devices enable direct communication among the service staff and customers, and hence, the service offices face difficulty in achieving the aforesaid function. This paper proposes an agent-based simulation developed so as to visualize the problem, to examine the adequate behavior, and to use it in education of the staff.
