search query: @journal_id 710 / total: 817
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| Author: | Brady, D. |
| Title: | Why service stinks |
| Journal: | Business Week
2000 : OCT 23, VOL. 3688:1018, p. 72-77 |
| Index terms: | SERVICE CUSTOMERS MARKETING |
| Language: | eng |
| Abstract: | When Tom Unger of New Haven, Conn., started banking at First Union Corp. several years ago, he knew he wasn't top of the heap. But Unger didn't realize just how dispensable he was to the American superbank until mysterious service charges started showing up on his account. He called the bank's toll-free number, only to reach a bored service representative who brushed him off. Then he wrote two letters, neither of which received a response. Unger ought to know bad service when he sees it. |
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