Discuss how companies are responding to service failures by satisfying customer complaints
What will be an ideal response?
Companies encourage disappointed customers to complain and empower employees to remedy the situation on the spot. These companies achieve higher revenues and greater profits than companies without a systematic approach to addressing service failures. Companies also are increasing the quality of their call centers and their customer service representatives. For example, call centers are rewarding employees for solving problems, not just keeping calls short. Some companies have been homeshoring call-center services that handle complex problems. Phone and computer systems match callers with the agent best suited to meet their needs.
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Mason's is an apparel store that also offers online shopping apart from its stores. Therefore, Mason's is a(n)
A. electronic retailer. B. computerized retailer. C. single-channel retailer. D. direct seller. E. multichannel retailer.
Managers who practice positive organizational behavior value ______ as their most important resource.
What will be an ideal response?
Self-service portals promise faster execution of employee and manager transactions, with more informed users.
Answer the following statement true (T) or false (F)
The current ratio is computed as:
a. assets divided by current liabilities. b. current assets divided by liabilities. c. current assets multiplied by current liabilities. d. current assets divided by current liabilities.