Designing customer service programmes

Abstract

Customer service programmes are to service organizations what quality programmes are to manufacturing organizations. Providing customer service requires us to understand what our customers want, and what they value. Customer service is more than, but includes, customer care and is applicable to all service organizations, including those in the public sector. If we understand our customers, we can properly identify their needs and set about meeting them reliably over time.

Citation

Baines, A. (1996), "Designing customer service programmes", Work Study, Vol. 45 No. 1, pp. 20-23. https://doi.org/10.1108/00438029610106578