[ Tips ] 一分鐘使用導覽
商品編號： 90407 出版日期： 1990/07/01 作者姓名： Hart, Christopher W.L.;Heskett, James L.;Earl Sasser, W 商品類別： General management 商品規格： 7p 再版日期： 地域： 產業： 個案年度： -
商品敘述：
Service companies often cannot prevent mistakes, but they can learn to recover from them and thereby retain an unhappy customer. Recovery begins by identifying the problem, then acting quickly to correct it. Most important, service companies should give front-line employees the authority and responsibility to do what is necessary to correct a service mistake, even if it means deviating from the rules.
涵蓋領域：
Employee empowerment;Customer service;Motivating people;Customer experience;Customer relationship management;Customer retention
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