I knew.
-----Original Message-----
From: [log in to unmask]
[mailto:[log in to unmask]]On Behalf Of Bruce Rance
Sent: 18 April 1999 14:18
To: Antonio Lima; Wes Haydock; org-effectiveness; management research;
business process management; customer service; lis-qual; barrie craven
Cc: John Hughes
Subject: Complaint Managemet Excellence
Dear All
I made a typing mistake the other day
I said 'Research has suggested that out of 27 unhappy customers only 26
bother to complain.'
I should have said 'Research has suggested that out of 27 unhappy
customers 26 do not bother to complain to the service provider.'
Sorry for the rather fundamental mistake. Roger Whitehead, Director,
Office Futures / Editor, E-Commerce Tracker, was kind enough to correct me.
Kind regards.
Bruce
Bruce Rance
[log in to unmask]
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