Abstract
Success in customer service means having the right product or service at the right place at the right time, in the right condition and at the right price. It also means that the customer service department has met its company marketing and profit goals. Failure in customer service is the absence of one or more of these conditions, but the actual severity of the failure has to be taken into account in planning. And it’s sometimes overlooked.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
Rights and permissions
Copyright information
© 1989 International Thomson Transport Press
About this chapter
Cite this chapter
Blanding, W. (1989). Identifying Customer Service Failures. In: Practical Handbook of CUSTOMER SERVICE OPERATIONS. Springer, Boston, MA. https://doi.org/10.1007/978-1-4613-1645-9_7
Download citation
DOI: https://doi.org/10.1007/978-1-4613-1645-9_7
Publisher Name: Springer, Boston, MA
Print ISBN: 978-0-87408-049-0
Online ISBN: 978-1-4613-1645-9
eBook Packages: Springer Book Archive