Identify ways in which companies facing customer complaints can recover customer goodwill
What will be an ideal response?
Given the potential downside of having an unhappy customer, it is critical that marketers deal with negative experiences properly. Beyond that, the following procedures can help to recover customer goodwill.
1. Set up a 24/7 toll-free "hotline" to receive and act on customer complaints.
2. Contact the complaining customer as quickly as possible.
3. Accept responsibility for the customer's disappointment
4. Use customer-service people who are empathic.
5. Resolve the complaint swiftly and to the customer's satisfaction.
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The reorder point will ________ if lead time increases and demand per day remains the same
Fill in the blank with correct word.
Which of the following is a drawback of outer direction?
A) It glamorizes winners, leaving behind those who do not come in first. B) It causes people to submit to outside authority even if it means endangering life and limb. C) It leads people into thinking that performance is about who can provide the humblest deference. D) It drives people to become adversaries, each promoting their own ideas as being right or best. E) It pressurizes workers into thinking that more can be done to squeeze even more inefficiency out of a system.