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Leavey School of Business Santa Clara University

Newsmakers

Necati Ertekin : Customer service + returns : FrankReactions

LSB’s Necati Ertekin was interviewed in a podcast about customer service and return experience.

In a recent podcast, Necati Ertekin, professor of OMIS and business analytics, provided insight to the role of returns in a business, how it affects the consumer experience as well as employees and the company itself overall. Throughout the podcast, Ertekin goes into more depth about how rather than being a negative component to have returns, it can actually be beneficial for businesses to have the option of returns since customers will seek out businesses that provide these services otherwise.

On the other hand, Ertekin also discusses the impact that returns can have on retail employees who usually work on commission and whose goal will ultimately be to make up for losses to their income due to returns as they will have a direct affect in their finances.

Hear the full podcast.

Learn more about Professor Necati Ertekin.

LSB Newsmakers, LSB Faculty, OMIS, Necati Ertekin