Addressing the call-back problem
Service recalls or call-backs are one of the costliest and most persistent of service management problems. Although all service industries have call-back problems each time the oilburner breaks down, the customer has what could be a costly inconvenience. Every customer complaint reduces loyalty and makes the industry more and more vulnerable to competition, not just from each other but, from the utilities and the discounters. A customer who gets prompt, capable service will usually stay with his present company and, just as importantly, he stays with fuel oil. If the industry were to place the blame for call-backs on a particular person or area it would probably be in the individual serviceman. The lack of training, lack of motivation, lack of compassion for the customer or lack of company spirit, is discussed.
- Research Organization:
- Home Energy Marketing, Kennebunk, ME
- OSTI ID:
- 5287813
- Journal Information:
- Fueloil Oil Heat Sol. Syst.; (United States), Journal Name: Fueloil Oil Heat Sol. Syst.; (United States) Vol. 44; ISSN FOHSD
- Country of Publication:
- United States
- Language:
- English
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