Companies have increasingly undertaken customer service initiatives only to find their programmes beset with difficulties. Addresses the problems and pitfalls of initiating and sustaining a customer service programme. Provides practical advice on how to ensure that initiatives improve customer service in the long term.
Macaulay, S. and Cook, S. (1994), "Problems and Pitfalls of Customer Service Initiatives", Managing Service Quality: An International Journal, Vol. 4 No. 4, pp. 32-35. https://doi.org/10.1108/09604529410065243Download as .RIS
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