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Taya2010 [7]
3 years ago
5

Courtney recently ordered a few books online. However, she received the wrong order. She was completely dissatisfied and returne

d the books. She then wrote to the customer service expressing her anger. In response, the manager of the store sent her an apology via e-mail. He also sent her the books she ordered and refunded her money. Courtney was impressed and ordered books only from that store thereafter. In this scenario, the process adopted by the online store to regain Courtney's trust is called _____.
Business
2 answers:
poizon [28]3 years ago
7 0

What Courtney is experiencing in the question is a process called service recovery.

It refers to a paradox where a customer will think highly of a company when the company has fixed the problem that the customer is facing from its service, compared to how the customer would perceive the company when it gives a non-faulty service.

Customer retention is mainly determined by how a company resolves a problem that a customer faces due to a faulty service or product.

Dennis_Churaev [7]3 years ago
5 0

Answer:

Service Recovery.

Explanation:

A service recovery is a process in which the earlier dissatisfied customer becomes highly satisfied after the problem with that customer is being resolved by the company. In this case, such customers are the most loyal ones.

In the mentioned scenario, when manager of the company resolved the issue of the customer, the customer was much impressed and start to order only from the same company.

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4 years ago
The new union president has proposed a couple of ideas that are very unusual: 1. "We should make an effort to help solve problem
adoni [48]

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The opinion of the president, therefore, is not bad as an employee with relevant experience gets a certain respect and have adequate level of knowledge for teaching others.

4 0
4 years ago
Suppose that instead of paying per hour, a moving company offers a flat rate of $1,200 for movers plus a truck for an eight hour
kiruha [24]

Answer:

the first part of the question is missing, so I looked for a similar one (see attached image):

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since you expect to use the moving crew during the whole 8 hours, you will gain = $2,000 - $1,200 = $800 in consumer surplus

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5 0
3 years ago
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lutik1710 [3]

The correct option is<u> "B. $10,000; $14,000".</u>

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The answer is option B, because if you choose option A, C, or D, you will have no money available for other purchases. And you have to arrange more money for car. But if you choose option B, there are $4000 left for other purchases.

8 0
3 years ago
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mamaluj [8]

Answer:

Cost of merchandise = $235150

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5 0
3 years ago
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