You have tried to apologize and calmly explain the reason for the service issues to the customers but they are not willing to listen. They become irate and loudly demand action to be taken immediately. Verbal threats of damaging the organization's reputation through personal and social media networks are made. Demands for compensation are also made Describe the actions you take to manage this conflict situation

You have tried to apologize and calmly explain the reason for the service issues to the customers but they are not willing to listen. They become irate and loudly demand action to be taken immediately. Verbal threats of damaging the organization's reputation through personal and social media networks are made. Demands for compensation are also made Describe the actions you take to manage this conflict situation

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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