haku: @indexterm complaints / yhteensä: 83
viite: 56 / 83
Tekijä: | Finkelman, D. Goland, T. |
Otsikko: | The case of the complaining customer (!Presto Cleaner) |
Lehti: | Harvard Business Review
1990 : MAY-JUN, VOL. 68:3, p. 9-13, 16, 20-21, 24-25 |
Asiasana: | CUSTOMERS COMPLAINTS COMPUTER SYSTEMS COMPENSATION CONSUMER SATISFACTION |
Kieli: | eng |
Tiivistelmä: | In an effort to improve service, Presto Cleaner installed a new computer system, designed to cut the customers' waiting time and simplify the drop-off and pickup processes. The system was only a few months old when the company president received an angry letter from a customer whose laundry had been lost by the new system. Presto Clener's complaint-handling operations are described and discussed. Several questions are addressed: Are there circumstances under which some customers may not be worth keeping? Is the customer always right? Where should a company draw the line on compensation and service? What is the best way to handle cases of complaining customers? Four authorities on customer service consider the Presto Cleaner's case. |
SCIMA