Describe the three complaint barriers for dissatisfied consumers and explain how a firm can reduce these barriers
What will be an ideal response?
Inconvenience, doubtful payoff, and unpleasantness are the three key barriers to complaining. Inconvenience consists of difficulty in finding the right complaint procedure or the effort involved in the procedure. Firms can reduce inconvenience through customer service hotlines, e-mail addresses, phone book listings, brochures, etc. Doubtful payoff refers to a consumer's belief that complaining will result in any positive response. Minimizing doubtful payoff can be accomplished by having solid and recognized service recovery procedures in place. Service improvements that result from customer feedback should be prominently featured. Unpleasantness results from fear of being treated poorly, being hassled, or feeling embarrassed. Firms can reduce these fears by thanking customers for feedback, training the frontline staff not to hassle or belittle customers, and through allowing anonymous feedback.
You might also like to view...
Bad Debts Expense is a contra account that is used to reduce accounts receivable to its net realizable value
a. True b. False Indicate whether the statement is true or false
What is the order in which financial statements should be prepared?
What will be an ideal response?
In CATI systems questionnaires are left with the respondent to complete at a later time
Indicate whether the statement is true or false
In the Mann-Whitney U test, two samples are combined and the cases are ranked in order of increasing size. The test statistic, U, is computed as the number of times a score from sample 1 or group 1 follows a score from group 2
Indicate whether the statement is true or false