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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 faulty service increases the assurance and confidence from the customer. [1 ...
Good cop, bad cop, also informally called the Mutt and Jeff technique, [ 1 ] is a psychological tactic used in interrogation and negotiation, in which a team of two people take opposing approaches to the subject. [ 2 ]
Critical incident technique. The critical incident technique (or CIT) is a set of procedures used for collecting direct observations of human behavior that have critical significance and meet methodically defined criteria. These observations are then kept track of as incidents, which are then used to solve practical problems and develop broad ...
Customer service is the assistance and advice provided by a company through phone, online chat, mail, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service, [1] but towards the end, the idea of a well-performed service is that of increasing revenues.
They hire temporary employees, such as sales associates, cashiers, and customer service reps, to cover the increased workload. These temporary staff members help ensure smooth operations during ...
The objective ideal may still be poor, in subjective terms. Service quality can be related to service potential (for example, worker's qualifications); service process (for example, the quickness of service) and service result (customer satisfaction).
Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." [1] Enhancing customer satisfaction and fostering customer loyalty are pivotal for businesses, given the significant importance of ...
Business administration. 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 ...