search query: @indexterm SERVICE MANAGEMENT / total: 228
reference: 181 / 228
| Author: | Hart, C. W. L. Heskett, J. L. Sasser, W. E. |
| Title: | The profitable art of service recovery. |
| Journal: | Harvard Business Review
1990 : JUL-AUG, VOL. 68:4, p. 148-156 |
| Index terms: | CUSTOMERS COMPLAINTS LOYALTY SERVICE MANAGEMENT PROBLEM SOLVING |
| Language: | eng |
| Abstract: | Mistakes are critical parts of every service. Methods are shown how the best companies turn complaining customers into loyal ones. The right response to mistaken bills and late deliveries can strengthen customers' loyalty. Cost measurement is an important part of service recovery, i.e. the estimation of how much it costs to lose a customer. It is worthwhile to solve the customer's problem even if it is not the company's fault. The needs of recovery should be anticipated, and action must be fast to recover service. The organization must train people who interact directly with customers. The value and not the cost should be considered of pleasing a customer. |
SCIMA