個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Profitable Art of Service Recovery
內容大綱
Service companies often cannot prevent mistakes, but they can learn to recover from them and thereby retain an unhappy customer. Recovery begins by identifying the problem, then acting quickly to correct it. Most important, service companies should give front-line employees the authority and responsibility to do what is necessary to correct a service mistake, even if it means deviating from the rules.