Terms Of Reference
This report has been commissioned by the group operations director to enable primary decisions to be made regarding future management policy/change in the area of service failure/recovery.
The justification for this report is:
There is a current trend in service failure, resulting in possible unnecessary customer dissatisfaction.
Customers are becoming increasingly aware of their rights and demand increasingly better quality service.
Service recovery techniques have been employed to great effect by other companies and it would be foolhardy to not investigate if these could be utilised by this company.
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Approximate Pages: 26 (260 words per double-spaced page) |