It's one of the most basic aphorisms of business: The customer is always right. But when companies, especially large ones, try to rectify a service failure, they may run into opportunistic customers who try to take advantage of the situation. Treating customers justly can allow companies to settle grievances without giving in to over-the-top demands, the author finds. He argues that companies should do three things to resolve complaints without being exploited: ensure that compensation is fair, provide a convenient claims process, and express friendliness and concern. They should also offer any compensation promptly, which is apt to lessen excessive demands and leave customers feeling more satisfied.

【書誌情報】

ページ数：3ページ

サイズ：A4

商品番号：HBSP-F1104B

発行日：2011/4/1

登録日：2012/3/28