Customer Service – Getting the Basics Right

Abstract

Sets out several basic principles in customer service before giving examples of service improvements made by various organization such as BMW, Waterstone’s, British Gas and others. These improvements, explained in detail, include staff training, workshops, personalized service, mystery shoppers, cards for customer reaction, making work fun, etc. all of which are aimed at making the customer feel special.

Citation

Freemantle, D. (1994), "Customer Service – Getting the Basics Right", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 46-50. https://doi.org/10.1108/09604529410068493