Gardner Updated July 21, Reviewing journal articles is an ideal way to learn more about a specific area of interest and how research is conducted.
Customer Satisfaction Still at s Levels.
Business News Daily, The article draws attention to the problem of relationships between American companies and their customers; in particular, the author refers to the issues of clients not being completely satisfied by customer support services of these companies.
Brooks, citing Scott Broetzmann, president and CEO of Customer Care Measurement and Consulting, clients usually feel frustrated about a large number of automated responses and a necessity to contact a company four times on average to solve their problem.
According to the data collected by the author, clients who are displeased with how their complaints have been processed spread information about their problematic situation with a company to approximately 28 people they know, compared to people whom satisfied or at least pacified clients shared their conundrum with.
It turns out it is better not to spend money on developing customer support services rather than provide quality services. Clients whose complaints had been satisfied tend to become more loyal to a brand, whereas dissatisfied clients become even less loyal than if they have never complained.
Find Out Your Grade This should be considered by modern companies: Half of these clients got nothing as result of their complaints. The article by Mr. Brooks possesses interest first of all for business people who run their own companies and want to make sure their operations are established at a high level.
Stated succinctly, the article is a statistical extract, which does not seem to be connected to recent events in the American economy—at least there is no background mentioned in the article.
However, what is remarkable about this article is the language in which it has been written. Brooks managed to present insipid statistical data in an easy-to-read manner, diluting the material with quotations from insiders, and explaining complicated terms simply.WRITE A PAPER FOR ME – A SMART REQUEST.
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