[ Tips ] 一分鐘使用導覽
商品編號： 89407 出版日期： 1989/07/01 作者姓名： Firnstahl, Timothy W. 商品類別： Service management 商品規格： 5p 再版日期： 地域： 產業： 個案年度： -
商品敘述：
A customer satisfaction guarantee is meaningless if customers must jump through hoops whenever they complain. To satisfy them, it is necessary to make immediate amends--by giving employees both the obligation and the authority to honor a guarantee on their own and on the spot. In restaurants this may mean giving away drinks and food or picking up a check. Although this initially incurs high costs, each time something is given away a problem that can be fixed is identified. Finding and correcting the ultimate cause of each system failure leads to fewer complaints, higher sales, and lower costs.
涵蓋領域：
Employee empowerment;Customer service;Customer relationship management
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