search query: @author Plymire, J. / total: 2
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| Author: | Plymire, J. |
| Title: | Complaints as opportunities |
| Journal: | Business Horizons
1991 : MAR-APR, VOL. 34:2, p. 79-81 |
| Index terms: | COMPLAINTS CORPORATE CULTURE CUSTOMERS CONSUMER SATISFACTION EMPLOYEES COMMUNICATION |
| Language: | eng |
| Abstract: | It is emphasized that increases in complaints are the surest way to a customer-focused culture for service companies. The value of increasing complaints is having many other ways to do things for review. As such, these complaints are really opportunities to serve customers in different ways, including increased sales opportunities. There are many benefits of increasing complaints. Complaints may be generated by communicating to employees the need to form relationship with customers, to view them as partners. A five-part process is described that can help employees encourage complaints. |
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