Developing Customer Care Training Programmes

The real nature of customer care is defined as being more than making customers smile. The five main requirements are: understanding the customers, methods of measuring service quality, involving employees at all levels, devolving decision taking on customer care and communication.

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Bibliographic Details
Published in:Marketing intelligence & planning 1989-01, Vol.7 (1/2), p.34-37
Main Author: Clutterbuck, David
Format: Article
Language:English
Subjects:
Communication
Communications
Customer care
Customer services
Customers
Human resource management
Measurement
Quality
Quality of service
Training
Online Access:Get full text
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Description
Summary:The real nature of customer care is defined as being more than making customers smile. The five main requirements are: understanding the customers, methods of measuring service quality, involving employees at all levels, devolving decision taking on customer care and communication.
ISSN:0263-4503
1758-8049
DOI:10.1108/EUM0000000001040