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SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE

Training for Quality

ISSN: 0968-4875

Article publication date: 1 December 1993

Abstract

Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that customer service is the key to success for an organization, and offers seven suggestions for managing a “superior” service. Concludes that successful customer‐focused organizations: do what they say; make what matters to the customer their priority; find ways to improve; make positive personal contact with the customer; and have well‐trained and motivated staff who work well together.

Keywords

Citation

Macaulay, S. and Cook, S. (1993), "SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE ", Training for Quality, Vol. 1 No. 2. https://doi.org/10.1108/09684879310045268

Publisher

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MCB UP Ltd

Copyright © 1993, MCB UP Limited