Recovery from Customer Service Shortfalls
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1994
Abstract
Identifies ways in which customer satisfaction may be eroded and outlines how staff and managers can be prepared to deal effectively with customer complaints. Suggests a ten‐stage approach for front‐line staff who may need to deal with customer’s complaints.
Keywords
Citation
Bailey, D. (1994), "Recovery from Customer Service Shortfalls", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 25-28. https://doi.org/10.1108/09604529410074126
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited