At AT&T focus on the customer is paramount. Describes the “shared expectations” process to create ongoing, value‐adding relationships between customers and suppliers. Details four phases of the process: pre‐planning; the session; implementing actions, and continuous improvement. Also reports on a customer report card scheme, introduced to obtain better feedback from customers compared with independently conducted customer surveys.
Foxton, J. (1996), "AT&T (UK): negotiating quality through customer communications", Managing Service Quality: An International Journal, Vol. 6 No. 5, pp. 20-23. https://doi.org/10.1108/09604529610127062Download as .RIS
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