In the Maldives, you run a local catering service. One of your clients informed you that he is a vegetarian during the ordering process, but you delivered him non-vegetarian things by mistake. He also claimed that he had gotten certain products that were not on his order list. Explain, using examples, how you would practice good complaint management in this case. To provide solutions, you must use either the 8-step OR the 12-step strategy to effective complaint handling
In the Maldives, you run a local catering service. One of your clients informed you that he is a vegetarian during the ordering process, but you delivered him non-vegetarian things by mistake. He also claimed that he had gotten certain products that were not on his order list. Explain, using examples, how you would practice good complaint management in this case. To provide solutions, you must use either the 8-step OR the 12-step strategy to effective complaint handling
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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Q5: In the Maldives, you run a local catering service. One of your clients
informed you that he is a vegetarian during the ordering process, but you
delivered him non-vegetarian things by mistake. He also claimed that he
had gotten certain products that were not on his order list. Explain, using
examples, how you would practice good complaint management in this
case.
To provide solutions, you must use either the 8-step OR the 12-step
strategy to effective complaint handling.
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