TY  - BOOK
T1  - Satisfied customers they're worth the effort.
LA  - English
UL  - http://discoverylib.upm.edu.my/discovery/Record/426235
AB  - Winning new customers is an expensive business so keeping our existing customers satisfied is very important. Unfortunately we don't always know when our customers are unhappy because in reality only 5% of customers actually complain. We must make it easy for customers to provide us with feedback even if it is in the form of complaints, to improve our overall service.
CN  - HF5415.5 S253 (093000601)
KW  - Consumer satisfaction.
KW  - Customer relations.
KW  - Customer service.
ER  -