TITLE

Righting wrongs

AUTHOR(S)
Heavey, James
PUB. DATE
November 2007
SOURCE
Utility Week;11/23/2007, Vol. 28 Issue 7, p8
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article reveals that customer complaints and customer-initiated feedback are reliable ways for public utilities to obtain quality data on customer's attitudes. In most cases, complaints and feedback come from loyal customers. Complaining customers give an organisation the opportunity to recover the failure, to make restitution and then to continue with a mutually valuable relationship. Experts suggests that only 4 per cent of customers who have cause to complain due to a poor experience with a company will actually do so.
ACCESSION #
27955442

 

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