'Sorry' is not enough

'Sorry' is not enough

Publisher: 
Harvard Business School Press
Date published: 
2018
Record type: 
Journal article
Journal Title: 
Harvard Business Review
Source: 
Harvard Business Review, Vol. 96, No. 1, January-February 2018, pp. 20-22
Subject: 
CUSTOMER SATISFACTION
LEADERSHIP
CUSTOMER SERVICE
Abstract: 

Customer satisfaction depends on creative problem solving, not empathy.

Language: 
English
Catagory URL: 
http://www.HBR.org
Subject profile : 
Management / Administration / HRM / Training / Career Development

CITATION: . 'Sorry' is not enough . : Harvard Business School Press , 2018. Harvard Business Review, Vol. 96, No. 1, January-February 2018, pp. 20-22 - Available at: https://library.au.int/sorry-not-enough