haku: @indexterm SALES / yhteensä: 476
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| Tekijä: | Rigby, R. |
| Otsikko: | The alchemy of complaint management |
| Lehti: | Management Today
1998 : APR, 4, p. 90-92 |
| Asiasana: | CONSUMER SATISFACTION RETAILING SALES CUSTOMERS EMPLOYEES UNITED KINGDOM |
| Kieli: | eng |
| Tiivistelmä: | Complainers will no longer accept anything whatever as an explanation. Customers want an answer right away. In general, the UK businesses are not exactly the best when it comes to dealing with customers' complaints. Historically, the British have not been a race of complainers, and the companies have not had much practice in dealing with not satisfied consumers. E. g. Marks & Spencer has a help desk in every store, staffed with employees empowered to deal with customer complaints. |
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