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Delivering Knock Your Socks Off Service, 5th Edition
book

Delivering Knock Your Socks Off Service, 5th Edition

by PERFORMANCE RESEARCH ASSOCIATES, John BUSH
October 2011
Beginner to intermediate content levelBeginner to intermediate
208 pages
4h 24m
English
AMACOM
Content preview from Delivering Knock Your Socks Off Service, 5th Edition

25Responding Positively to Negative Feedback

“We’d better take care of our customers, or someone else will.”

—Gary Richard, President and CEO, P.C. Richard and Son, Inc.

It wasn’t long ago that responding to customer feedback was a straightforward exercise. Customers would phone a call center, fire off an e-mail, or offer in-person feedback when they sought to contact you with a problem or weigh in on the quality of your products or services. That, of course, is a bygone era. With the proliferation of social networks, customer review sites, and the growing number of discussion boards used by companies on their own web sites, millions of customer opinions are floating around cyberspace at any given moment. Monitoring what’s being said about you ...

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Publisher Resources

ISBN: 9780814417553