Can you afford the cost of bad service?
- Complaint-free customer service. Bruce-McClendon // Public Management (00333611);Mar97, Vol. 79 Issue 3, p21
Discusses the importance of complaints in a successful customer service. Psychological aspect of complaints; Complaints as the least costly and most efficient ways to obtain useful information from customers; Notes from the book `In Search of Excellence' by Peters and Robert Waterman.
- Do yourself a favor: Gripe about bad service. Tschohl, John // American Salesman;Jun94, Vol. 39 Issue 6, p3
Discusses the importance of complaining about a bad service to the concerned business enterprise. Result of a study by A.C. Nielsen Co. on dissatisfied customers; Decline in the number of gripes in an environment receptive to them; Two rules of effective protest.
- Customers are not always right; change attitude; improve service. Tschohl, John // American Salesman;Feb99, Vol. 44 Issue 2, p18
Provides tips on how to handle difficult customers and improve the quality of service. Characteristics of some customers; Impact of customer attitudes on the quality of service; Ways of handling difficult customers.
- Dealing with irate customers. Merit, Don // American Printer;Oct2001, Vol. 228 Issue 1, p66
Discusses advice for customer service representatives in dealing with consumer complaints. Importance of patience and listening quality; Consideration of objective facts; Best way to deal with irate customers.
- Bad service incites customer revolt. Nucifora, Alf // Business Journal Serving Fresno & the Central San Joaquin Valley;2/8/2002, Issue 322888, p10
Focuses on the influence of bad customer services for the revolt of complaints from customers. Experience of business travelers at a Houston hotel; Incidence of manhandling at the airport; Management of airport security fiasco.
- Keeping disaffected customers. Koehler, Kenneth G. // CMA Magazine;Sep91, Vol. 65 Issue 7, p7
Discusses ways of dealing with complaints with the aim of retaining customers. Rules to be observed; Opportunity of transforming irate customers into loyal customers; Need to maintain high-quality complaint processing; Employee selection and training.
- Landmark complaints mount up. // Cabinet Maker;08/11/2000, Issue 5200, p6
Reports on increase in the number of consumer complaints in the North East of Scotland. Complaints about delivery delays; Unsympathetic customer service.
- Keep out of the doghouse. Morgan, Michael // Cabinet Maker;9/14/2001, Issue 5255, p9
Focuses on ways to handle customer complaints. Importance of advocating visits to balance judgement on complaints; Experiences of inspectors during visits; Need to confirm statement of complainants.
- The customer from hell. Zemke, Ron // PHC Profit Report;10/15/95, Vol. 3 Issue 20, p3
Presents a tableau which demonstrates the cost of atonement and the consequences of paying for a customer's ire and displeasure. Jeremy Dorosin's complaint against Starbuck's coffee shop in Berkeley, California.