USD59 38 : the cost of customer service and experience / James Slack.

Format:

Book

Author/Creator:

Slack, James, author.

Series:

SAGE Business cases.

SAGE Business cases

Language:

English

Subjects (All):

Customer services--Case studies.

Customer services.

Physical Description:

1 online resource : illustrations.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

Douglas James is an elderly man who wanted to surprise his wife with a gift for the garden in their front yard. He ordered a product from a reputable company (fictitiously named in this case). The gift was to be delivered in five monthly parts, and paid for in either one full payment or up to five payments. Receiving the first delivery, he noticed a discrepancy in the billing. The "total" bill appeared to be the same as each "installment" bill. He called the company's customer service line just before the end of the workday on Friday-the last day of the company's workweek. The conversation was equally frustrating for Douglas James and the customer service representative. Abruptly, the customer service representative told Douglas James she had decided to cancel his purchase. Who had the "real" billing information? What went wrong and who was responsible? What could be done differently?

Notes:

Description based on XML content.

ISBN:

1-0719-2476-1

9781071924761

OCLC:

1417356761