The chapter gives five central ideas for recovering potentially lost customers. The first is to empathize with the dissatisfaction that caused them to quit doing business with you. (Feel their pain)
Name and briefly describe the other four ideas.
In addition to "feeling their pain," four additional steps should be used for recovery:
• Clarify and do all you can to resolve the customer's problem(s).
• Go beyond: offer "symbolic atonement" by voluntarily giving the customer something to compensate for their problem.
• Look back and learn from the situation so that repeated problems can be avoided.
• Understand your own reactions if the customer is still not satisfied. If you have done your best, that is enough. Don't take it personally and don't rehash the experience with others.
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Choose the user group that is most likely to have the need listed below. (Select all that apply.) The ability of the company to pay its debts as they become due
a. Stockholder b. Company management c. Supplier d. Banker e. Internal Revenue Service f. Securities and Exchange Commission g. Labor union
Flagler Corporation replaces a roof damaged in a hurricane. The new roof is purposefully designed to be stronger than the old one so that it will support the air conditioning equipment the firm plans to install. Which of the following is/are true?
a. Part of the expenditure represents repair and part represents improvement. b. The expenditure represents repair, only. c. The expenditure represents improvement, only. d. The expenditure represents asset, only. e. The expenditure represents expense, only.
The more power a person has, the more likely he/she will:
a. Try to avoid using their power b. View the less powerful as worthy of respect c. Believe they have control over others d. Try to be socially close with others
A state bases unemployment tax rates on each company's turnover rate. Companies operating in this state will find that a lower turnover will lead to a higher unemployment tax rate.
Answer the following statement true (T) or false (F)