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Improving Productivity and Service in Depot Businesses
book

Improving Productivity and Service in Depot Businesses

by Colin Woodland
December 2022
Intermediate to advanced content levelIntermediate to advanced
218 pages
5h 34m
English
Productivity Press
Content preview from Improving Productivity and Service in Depot Businesses

Chapter 7 Managing Complaints

DOI: 10.4324/9781003323822-7

Introduction

Businesses may have existing internal metrics that monitor the level of service they deliver but there is no better measure than receiving direct feedback from the customer giving their view on the service they receive, the feedback may not always be palatable, but there should be no hiding place when it comes to complaints, and if a business is going to retain and grow customers, it must learn to listen to feedback constructively and positively address the root cause. A business that is selling “service” needs genuine customer critique to provide management a window through which they can clearly see how their performance is judged from those who are “looking in” from ...

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Publisher Resources

ISBN: 9781000821338