Stage 2: Resolving Customer Problems - Being Fair with Customers - Providing Fair Processes
3 important questions on Stage 2: Resolving Customer Problems - Being Fair with Customers - Providing Fair Processes
Where do fair procedures begin with?
With the firm assuming responsibility for the failure.
Next the complaint must be handled quickly, preferably by the first person who is contacted.
Next the complaint must be handled quickly, preferably by the first person who is contacted.
What are other aspects of procedural fairness?
Having a flexible system that takes individual circumstances into account and obtaining input from the customer on what the final outcome should be.
Why are procedures rated as fair?
Mostly because they were clear to the customer and the problem was dealt with quickly and without hassles.
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