Consumer Affairs and Customer Care

Consumer Affairs and Customer Care
Author: Sri Ram Khanna
Publisher: Prowess Publishing
Total Pages: 695
Release: 2020-09-21
Genre: Business & Economics
ISBN: 8194672953

The subject of this book explains the social framework of consumer rights and legal framework of protecting consumer rights that has evolved in India over the last three decades. It also explains the momentous changes in Indian consumer markets over this period as a result of economic liberalisation and provides an understanding of the problems consumers face in markets and the consumer detriment there from. It analyses the buying behavior of consumers as well as the phenomena of consumer complaints and the processes and systems to address them. The development of the consumer jurisprudence in settling consumer disputes in consumer courts under the Consumers Protection Act of 1986 and 2019 is examined in detail. Leading cases are used to explain important concepts. It also addresses the role played by quality and standardization in the market place and the roles of different agencies in establishing product and service standards. The student should be able to comprehend the business firms’ interface with consumers and the consumer related regulatory and business environment for major consumer industries of India.

Strategic Customer Service

Strategic Customer Service
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 274
Release: 2009-05-13
Genre: Business & Economics
ISBN: 081441334X

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Consumer Action Handbook, 2010 Edition

Consumer Action Handbook, 2010 Edition
Author: U.S. Services Administration
Publisher: GPO FCIC
Total Pages: 176
Release: 2010
Genre:
ISBN: 9781612210001

Use this guide to get help with consumer purchases, problems and complaints. Find consumer contacts at hundreds of companies and trade associations; local, state, and federal government agencies; national consumer organizations; and more.

Seduction by Contract

Seduction by Contract
Author: Oren Bar-Gill
Publisher: Oxford University Press
Total Pages: 297
Release: 2012-08-23
Genre: Business & Economics
ISBN: 019966336X

Seduction by Contract explains how consumer contracts emerge from market forces and consumer psychology. Consumers' predictable mistakes - they are short-sighted, optimistic, and imperfectly rational - compel sellers to compete by hiding the true costs of products in complex, misleading contracts. Only better law can overcome the market's failure.

The Consumer Bible

The Consumer Bible
Author:
Publisher: Workman Publishing
Total Pages: 772
Release: 1998-01-01
Genre: Reference
ISBN: 9780761112273

Offers advice on saving time and money on food, health care, home, automobiles, finances, clothing, telephones, child care, vacations, lawyers, and funerals

Achieving Excellence Through Customer Service

Achieving Excellence Through Customer Service
Author: John Tschohl
Publisher: Best Sellers Publishing
Total Pages: 388
Release: 1996
Genre: Business & Economics
ISBN: 9780963626844

Promotes the theory that superior customer service leads to a superior business organisation

Consumer Credit and the American Economy

Consumer Credit and the American Economy
Author: Thomas A. Durkin
Publisher:
Total Pages: 737
Release: 2014
Genre: Business & Economics
ISBN: 0195169921

Consumer Credit and the American Economy examines the economics, behavioral science, sociology, history, institutions, law, and regulation of consumer credit in the United States. After discussing the origins and various kinds of consumer credit available in today's marketplace, this book reviews at some length the long run growth of consumer credit to explore the widely held belief that somehow consumer credit has risen "too fast for too long." It then turns to demand and supply with chapters discussing neoclassical theories of demand, new behavioral economics, and evidence on production costs and why consumer credit might seem expensive compared to some other kinds of credit like government finance. This discussion includes review of the economics of risk management and funding sources, as well discussion of the economic theory of why some people might be limited in their credit search, the phenomenon of credit rationing. This examination includes review of issues of risk management through mathematical methods of borrower screening known as credit scoring and financial market sources of funding for offerings of consumer credit. The book then discusses technological change in credit granting. It examines how modern automated information systems called credit reporting agencies, or more popularly "credit bureaus," reduce the costs of information acquisition and permit greater credit availability at less cost. This discussion is followed by examination of the logical offspring of technology, the ubiquitous credit card that permits consumers access to both payments and credit services worldwide virtually instantly. After a chapter on institutions that have arisen to supply credit to individuals for whom mainstream credit is often unavailable, including "payday loans" and other small dollar sources of loans, discussion turns to legal structure and the regulation of consumer credit. There are separate chapters on the theories behind the two main thrusts of federal regulation to this point, fairness for all and financial disclosure. Following these chapters, there is another on state regulation that has long focused on marketplace access and pricing. Before a final concluding chapter, another chapter focuses on two noncredit marketplace products that are closely related to credit. The first of them, debt protection including credit insurance and other forms of credit protection, is economically a complement. The second product, consumer leasing, is a substitute for credit use in many situations, especially involving acquisition of automobiles. This chapter is followed by a full review of consumer bankruptcy, what happens in the worst of cases when consumers find themselves unable to repay their loans. Because of the importance of consumer credit in consumers' financial affairs, the intended audience includes anyone interested in these issues, not only specialists who spend much of their time focused on them. For this reason, the authors have carefully avoided academic jargon and the mathematics that is the modern language of economics. It also examines the psychological, sociological, historical, and especially legal traditions that go into fully understanding what has led to the demand for consumer credit and to what the markets and institutions that provide these products have become today.

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000
Author: Pete Blackshaw
Publisher: Crown Currency
Total Pages: 210
Release: 2008-07-08
Genre: Business & Economics
ISBN: 038552675X

In today’s Internet-driven world, customers have more power than ever. Through what interactive marketing expert Pete Blackshaw calls "consumer-generated media"—blogs, social networking pages, message boards, product review sites—even a single disgruntled customer can broadcast his complaints to an audience of millions. Blackshaw shows managers, marketers, and business leaders how to establish and maintain credibility for their brand by being authentic, listening and responding to customers, and forming relationships built on openness, transparency, and trust.Filled with stories based on his experience working with Fortune 500 brands such as Toyota, Dell, Nike, Sony, General Motors, Hershey, Unilever, Nestlé, Lexus, and Bank of America, Blackshaw offers a clear strategy to sustain a competitive advantage by creating enduring, loyal relationships with today’s consumer.