Designing Complaint Handling and Service Recovery Strategies

by Jochen Wirtz

The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be always satisfied with some of the services they receive. How well a firm handles complaints and resolves problems frequently determines whether it builds customer loyalty or it watches its customers take their business elsewhere. Designing Complaint Handling and Service Recovery Strategies is the 11th volume...

• Format: Paperback
• Language: English
• ISBN: 1944659390
• ISBN13: 9781944659394
• Release Date: September 2017
• Publisher: Ws Professional
• Length: 72 Pages
• Weight: 0.24 lbs.
• Dimensions: 0.1" x 6.0" x 9.0"