| Autor: |
Michel, Stefan, Bowen, David, Johnston, Robert |
| Předmět: |
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| Zdroj: |
Wall Street Journal - Eastern Edition. 9/22/2008, Vol. 252 Issue 70, pR4. 0p. 1 Cartoon or Caricature. |
| Abstrakt: |
The article discusses how companies should handle customer complaints in order to prevent the risk of losing repeat business, profits and growth. According to the article, the key is to address tensions that arise among front-line employees who handle complaints, the managers and the customers themselves. Some of the important steps to be taken include starting a complaints database that can be analyzed to improve service and rewarding service staff not for complaints reduction but for providing exceptional solutions to problems. |
| Databáze: |
Regional Business News |
| Externí odkaz: |
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