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| Author: | Veres, Z. |
| Title: | A panaszhelyzetek kezelése a szolgáltatóiparban [Eng: Treatment of complaint situations in service industries] |
| Journal: | Minöseg es Megbizhatosag
1998 : VOL. 32:4, p. 168-172 |
| Index terms: | SERVICE INDUSTRIES COMPLAINTS CUSTOMER RELATIONS |
| Language: | hun |
| Abstract: | Having highlighted some basic concepts, the author reviews the following five principles for treatment of complaint situations in details: prevention, detection, preparedness, competence and compensation. The fundamental scheme for the treatment of complaint situation, principles for dealing with difficult customers as well as the differences between oral or written complaint declarations are also discussed. Finally an ideal, "complaint friendly" organisation is outlined. |
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