Why companies don't learn from their mistakes
Wednesday, February 25, 2015 - 11:00
in Mathematics & Economics
The mobile phone bill is not quite correct, the wrong food is served at a restaurant or the hotel room hasn't been properly cleaned: Most of us may have been annoyed about situations like these. Self-confident customers then usually vent their dissatisfaction towards a service employee. But what happens next? Do companies analyze the complaints of unhappy customers to learn from them and to improve the service quality?