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Managing customer dissatisfaction through effective complaints management systems
Zairi, Mohamed - In: The TQM Magazine 12 (2000) 5, pp. 331-337
Complaints handling is not a substitute for abdicating the responsibility for managing quality and achieving customer … treats the issue of complaints handling and management as essential for achieving customer retention and loyalty. It argues … developing a culture which is not averse to handling complaints.  …
Persistent link: https://www.econbiz.de/10015032897
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Managing customer satisfaction: a best practice perspective
Zairi, Mohamed - In: The TQM Magazine 12 (2000) 6, pp. 389-394
Customer satisfaction is perhaps one of the most talked about challenges of organisations, both in the public and private sectors. Indeed, this represents every organisation’s sole purpose, is at the heart of every mission statement, and is the ultimate goal of any strategies put in place. As...
Persistent link: https://www.econbiz.de/10015032903
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Keep your customers happy and your competition will slowly fade away
Ovenden, Anthony - In: The TQM Magazine 7 (1995) 1, pp. 46-49
competitor. Formal complaints from customers are rare, and when one arises it may already be too late to retain that customer …
Persistent link: https://www.econbiz.de/10015033397