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| Author: | Bailey, D. |
| Title: | Recovery from customer service shortfalls |
| Journal: | Managing Service Quality
1994 : VOL. 4:6, p. 25-28 |
| Index terms: | COMPLAINTS CUSTOMERS SERVICE |
| Language: | eng |
| Abstract: | First of all, such matters as complaints , customers and customer service are carefully discussed in the present article. The paper identifies ways in which customer satisfaction may be eroded and it also outlines how staff and managers can be prepared to deal effectively with customer complaints. The article suggests a ten-stage approach for front-line staff who may need to deal with customers' complaints, claims D. Bailey. |
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