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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 ...
In many cases, bad customer service isn't caused by negligent or incompetent employees. Instead, the blame for poor service lies with their bosses -- or, more specifically, the policies put in ...
The Heinz dilemma is a frequently used example in many ethics and morality classes. One well-known version of the dilemma, used in Lawrence Kohlberg 's stages of moral development, is stated as follows: [1] A woman was on her deathbed. There was one drug that the doctors said would save her. It was a form of radium that a druggist in the same ...
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.
The Washington Post reports that 51 percent of people surveyed said it was "acceptable" to "leave zero tip after receiving bad service." Among the respondents, more men than women were fine with ...
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The complaint tablet to Ea-nāṣir (UET V 81) [1] is a clay tablet that was sent to the ancient city-state Ur, written c. 1750 BCE. The tablet, measuring 11.6 cm high and 5 cm wide, documents a transaction in which Ea-nāṣir, [a] a trader, sold sub-standard copper to a customer named Nanni. Nanni, dissatisfied with the quality, wrote a ...
v. t. e. Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. [1] CRM systems compile data from a range of different communication channels, including a company's website, telephone (which ...