Communication - customer satisfaction and service quality, Operation Management

Communication - Customer Satisfaction and Service Quality

Involves keeping customers informed in language they can understand and listening to them. It may mean the company has to adjust its language for different consumers - increasing the level of sophistication with a well-educated customer and speaking simply and plainly with a novice. It involves: explaining the service itself, explaining how much the service will cost, explaining the trade-offs between service, cost and assuring the consumer that the problem will be handled.

Posted Date: 3/18/2013 3:25:28 AM | Location : United States







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