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Case
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Reference no. IMD-5-0498
Subject category: Marketing
Published by: Institute for Management Development (IMD)
Originally published in: 1996
Version: 16.12.2003
Length: 36 pages
Data source: Field research

Abstract

This is the second of a two-case series (IMD-5-0497 and IMD-5-0498). The (A) case identifies the issues. What to do with complaints? Where to locate them? Who should handle them and how? How to go about researching on complaints? The (B) case gives the results of the study done on complaints at Club Med and asks for a plan of action as a result of the questions raised in the study. What should be done with the information? Who should react to complaints? How should angry customers be transformed into ambassadors?
Location:
Industry:
Size:
20,000 employees
Other setting(s):
1995

About

Abstract

This is the second of a two-case series (IMD-5-0497 and IMD-5-0498). The (A) case identifies the issues. What to do with complaints? Where to locate them? Who should handle them and how? How to go about researching on complaints? The (B) case gives the results of the study done on complaints at Club Med and asks for a plan of action as a result of the questions raised in the study. What should be done with the information? Who should react to complaints? How should angry customers be transformed into ambassadors?

Settings

Location:
Industry:
Size:
20,000 employees
Other setting(s):
1995

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