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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 ...
Worldwide, organizations are putting $3.7 trillion annually at risk because of bad customer experiences, according to research from Qualtrics XM Institute. U.S. businesses risk losing $846 billion ...
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.
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 ...
Criticism of Comcast. A number of different controversies and criticisms have surrounded Comcast for various reasons over its recent history. Customers of the telecommunications company report low levels of customer satisfaction on both service and cost. Comcast has also had several customer service scandals, the most notorious of which ...
Is the customer always right? OK, they're not always right. But shouldn't consumers at least feel as though they are valued? Particularly in today's economy, where customer retention and growth is ...
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