actually, the original idea was you fobbed the customer off with something inexpensive so they came again; the idea was that the additional purchase meant the customer paid the company more money than if the company had taken hard line the first time; the problem came when implementation ended up as give the customer what they want, ( essentially, the original idea was customer complains about item costing X. You give them item costing X-Y to satisfy them. they purchase another item costing X later, you have 2X-Y. the problem came when implementation ended up being giving the customer something worth X+Y, so that you ended up making a loss, as the customer always complains)
oh, and also: it was treat the customer as if they are always right, you never punished te employees for the complaint unless it was actually correct.
oh, and also: it was treat the customer as if they are always right, you never punished te employees for the complaint unless it was actually correct.
Comment