Complaint Resolution Process Steps and Outcomes
Analysis of Complaint or Claim
Service Provision
We should be able to suggest a solution. The response to a complaint may include:
- A refund of the money (reembolso)
- Technical assistance
- Provide necessary information (proporcionar info)
- Replace the damaged product
- Repair the product
- Compensate for the damages
- Apologize (disculpas)
- Offer gifts or expressions of goodwill
Analysis of Satisfaction
The company must verify the level of customer satisfaction with the solution and the process implemented. Surveys are
Read MoreStrategic Management Concepts and Core Components
Understanding Strategic Management
Strategic management is the set of decisions and actions that result in the formulation and implementation of plans designed to achieve a company’s objectives.
Dimensions of Strategic Management
1. Top-Management Decisions
- Strategic decisions overarch several areas of a firm’s operations.
- Usually, only top management has the perspective needed to understand their broad implications.
- Only top managers have the power to authorize necessary resource allocations.
2. Large
Read MoreUnderstanding Logistics: Key Objectives and Functions
The importance of effective logistics management includes reducing costs, increasing efficiency, controlling inventory, and improving customer satisfaction. A business with a strong logistics strategy can gain a competitive advantage by delivering products to customers on time and in the right condition.
Operational objectives of logistics are often summarized by the “Seven Rs”:
Getting the right product.
In the right quantity.
At the right
Read MoreEffective Decision-Making Models in Organizational Management
Decision-Making in Organizations
Managers design structures and cultures that fit the environment; they choose technologies to convert inputs into outputs and a strategy to guide the use of competencies and resources to create value. In doing so, they face two types of decisions:
- Programmed Decisions (Routine): These are repetitive and routine decisions handled through standard rules and procedures.
- Non-Programmed Decisions: These are new, unstructured decisions made without predefined rules.
The Rational
Read MoreThe Role and Structure of Financial Institutions (Banks)
What is a Bank? Definition and Core Role
A bank is a financial institution that accepts deposits from the public and provides loans and other financial services to individuals, businesses, and the government. It acts as an intermediary between those who have surplus funds (depositors) and those who need funds (borrowers).
In simple terms, a bank mobilizes the savings of the public and channels them into productive uses, thereby promoting economic development. It also provides various facilities such
Read MoreRetail Design Secrets: Layout, Merchandising, and Influence
Factors Influencing Store Image and Customer Behavior
Several psychological factors affect customer commitment to a store’s image, design, and operation:
- Consistency: This is people’s desire to maintain consistency with previous deeds or choices. Once customers make a decision, they tend to move ahead automatically, convinced they made the right choice.
- Social Proof: Rooted in the maxim, “If everybody’s doing it, it must be okay.” Aside from word-of-mouth advertising, a store can convey social