nesses in the distribution chain for disclosing information to consumers and for identifying and correcting problems associated with products and services. ... Work standards are essentially measures of productivity rather than customer service quality, but they play an important role ... and vice versa, with emphasis placed on those issues most important to the customer: ac Response ac Courtesy ac Availability.
|Title||:||Corporate Guide to Effective Complaint Management|
|Author||:||M. Lauren Basham|