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Research papers

Customer handling

This paper covers the factors which drive satisfaction or dissatisfaction with service events (such as fault repairs or complaints) where the customer has had contact with BT. It considers how the company can increase satisfaction through improved...

Catalogue: Seminar 1996: Telecommunications In A Dynamic Market Place
Authors: Ric Tizard, Stephen Link
Company: FDS International Ltd
June 15, 1996
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Citation

Tizard and Link (1996a, June 15). Customer handling. ANA - ESOMAR. Retrieved May 16, 2024, from


https://ana.esomar.org/documents/customer-handling