AccessMyLibrary provides FREE access to over 30 million articles from top publications available through your library.
Create a link to this page
Copy and paste this link tag into your Web page or blog:
Back-Shop Blues: Servicing an Industry.(customer service)(Column)
Byline: Dutch Mandel
My wife has this thing going with another man, and there's little I can do about it. Oh, sometimes I demand she keep a distance from him, but it doesn't do much good.
Know what kind of stud this guy is? He's got these relationships going on all over town! Can you believe it? He's as popular as a freakin' gigolo toting a steamer trunk of Viagra marooned with Amazon women.
Some guys have all the luck.
For purposes of this-what do we call it, a revelation, a confession, an expose?-let's refer to him as Gil. Gil Ibarra, because that's what his mom named him.
Gil is the service manager at the Honda store where my wife takes her Odyssey. So Gil gets the call when her van is temperamental, which, thankfully for all, doesn't happen often. Gil is the guy who makes her appointments, who follows up with a gentle reminder, who sends out a runner with a courtesy car.
Gil is a renaissance guy: He listens to complaints with a smile on his face. Then fixes things. And she doesn't mind. The problem I have is one I share with my peers; my goal is to handle the trouble without all the chitchat she calls therapy and that I hear as kvetching. Simple.
- CUSTOMER SATISFACTION-BASED BUSINESS PLAN PROVIDES KEY TO SUCCESS FOR TOYOTA...
- Press release article from: PR Newswire October 13, 1992 700+ words
CUSTOMER SATISFACTION-BASED BUSINESS PLAN PROVIDES...corporate culture that prioritizes customer satisfaction at all levels of the company...company's commitment to customer satisfaction has helped Toyota increase...
- CUSTOMER SATISFACTION DOES NOT ENSURE PROFITABILITY, ACCORDING TO ARTHUR...
- Press release article from: PR Newswire September 5, 1995 700+ words
...Links' in Many Customer Satisfaction Programs CHICAGO...minded focus on customer satisfaction does not guarantee...best practices in customer satisfaction. Instead, the...
- The effects of customer satisfaction measurement: the internal market versus...
- Magazine article from: Marketing Intelligence & Planning Piercy, Nigel F. April 1, 1996 700+ words
Introduction Customer satisfaction measurement (CSM) has...on the notion that since customer satisfaction is a key issue in market...market data, including customer satisfaction measurements, is seen as...
- Meeting the Customer Satisfaction Challenge.
- Magazine article from: Industrial Management Bond III, Edward U. Fink, Ross L. July 1, 2001 700+ words
...requiring firms to collect and act on customer satisfaction data offers firms an exciting opportunity...certification, taking steps to improve customer satisfaction is a wise investment. The December...increased the importance of measuring customer satisfaction. Specifically, the ...
- Avoiding the customer satisfaction rut.
- Magazine article from: MIT Sloan Management Review Dahlsten, Fredrik June 22, 2003 700+ words
...the actual customer experience. Customer satisfaction has received a great deal of attention...is also generally believed that customer satisfaction leads to loyalty and translates...For these and other reasons, customer satisfaction practices have become one of the...
- Modelling customer satisfaction in Telecom New Zealand.
- Magazine article from: European Journal of Marketing Danaher, Peter J. Gallagher, Rodger W. January 1, 1997 700+ words
...service quality and customer satisfaction have received considerable...15,000 articles on customer satisfaction have been written in...interest in improving customer satisfaction is not without reason...
- Sides closer on customer satisfaction; Automakers, dealers work for better...
- Magazine article from: Automotive News February 9, 2004 700+ words
...toward a truce on how to measure customer satisfaction. Both sides are trying to make customer satisfaction surveys more reliable, meaningful...Hyundai are cutting the length of customer-satisfaction surveys. Mazda is reducing...
- All those in favor of customer satisfaction?
- Magazine article from: Purchasing Morgan, James November 9, 1995 700+ words
...and more these days the words "customer satisfaction" are being invoked in purchasing...exhortations to 66 achieve greater customer satisfaction." Indeed, among the most often...were variations on the theme that customer satisfaction is the most important product our...
- Customer satisfaction, customer retention, and market share.
- Magazine article from: Journal of Retailing Rust, Roland T. Zahorik, Anthony J. June 22, 1993 700+ words
...need for those in the customer satisfaction/service quality field...quantification of the impact of customer satisfaction on observable financial...place programs to improve customer satisfaction and service quality on...
- A process-based view for customer satisfaction.
- Magazine article from: International Journal of Quality & Reliability Management Muffatto, Moreno Panizzolo, Roberto September 1, 1995 700+ words
Introduction Customer satisfaction is considered to be one...Some consequences of customer satisfaction are: improvement of the...workforce. Furthermore, customer satisfaction also creates very strong...
Source: HighBeam Research, Back-Shop Blues: Servicing an Industry.(customer service)(Column)