Don`t just satisfy `em, delight `em!
Journal Article
·
· Fueloil and Oil Heat with Air Conditioning
OSTI ID:376862
- Hart Petroleum, Deer Park, NY (United States)
Providing customer service and quality in fuel oil marketing are discussed. The fuel oil industry depends on customer satisfaction. However, merely satisfying the customer is not enough. Research done on customer service indicates that satisfaction is a neutral feeling. The goal should be to get customers to the next level, which is to be delighted or ecstatic about the service. The place to begin is to provide all service personnel with the training and support they need and then get out of the way. It should always be kept in mind that the person that keeps the company in business is the valued customer who too often gets lost in the shuffle.
- OSTI ID:
- 376862
- Journal Information:
- Fueloil and Oil Heat with Air Conditioning, Journal Name: Fueloil and Oil Heat with Air Conditioning Vol. 55; ISSN 1060-9725; ISSN FOHCEU
- Country of Publication:
- United States
- Language:
- English
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