Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Building Trust in Your Utility: When Not to Apologize
When a utility makes a mistake that affects its customers, an apology is warranted from the utility's management, not from its customer service staff.
Customer service representatives should not immediately apologize when a customer issues a complaint if the event facts are unknown or as a response to a given, such as rates.
Knowing when to apologize, and when not to, is important for engendering customer trust in a utility.
Building Trust in Your Utility: When Not to Apologize
When a utility makes a mistake that affects its customers, an apology is warranted from the utility's management, not from its customer service staff.
Customer service representatives should not immediately apologize when a customer issues a complaint if the event facts are unknown or as a response to a given, such as rates.
Knowing when to apologize, and when not to, is important for engendering customer trust in a utility.
Building Trust in Your Utility: When Not to Apologize
Goetz, Melanie K. (Autor:in)
Journal ‐ American Water Works Association ; 113 ; 78-82
01.01.2021
5 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
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