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Non-apology apology. A non-apology apology, sometimes called a backhanded apology, empty apology, nonpology, or fauxpology, [1] [2] is a statement in the form of an apology that does not express remorse for what was done or said, or assigns fault to those ostensibly receiving the apology. [3] It is common in politics and public relations.
And the only thing worse for a business than bad customer service is having no customers to serve at all. Motley Fool contributor M. Joy Hayes, Ph.D., is the principal at ethics consulting firm ...
Service recovery paradox. The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their service, compared to how they would regard the company if non-faulty service had been provided. The main reason behind this thinking is that successful recovery of a ...
Customer support. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [9] These services may even be provided at the place in which the ...
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By Geoff Roth Last week we took a look at customer horror stories that would make many workers want to throw in the towel after having to deal with them. Time now to turn the tables, and look at ...
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