Briefly reviews some results of a survey on training requirements, the most important of which appeared to be customer care. States that organizations need long‐term strategy, not two‐day courses in customer care. Describes the process and lists objectives of creating a customer‐care strategy. Concludes with a list of recommendations.
Bailey, G. (1996), "Customer care ‐ making it work", Managing Service Quality: An International Journal, Vol. 6 No. 3, pp. 36-38. https://doi.org/10.1108/09604529610115867Download as .RIS
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