DEVELOPING CUSTOMER CARE TRAINING PROGRAMMES

Abstract

The real nature of customer care is defined as being more than making customers smile. The five main requirements are: understanding the customers, methods of measuring service quality, involving employees at all levels, devolving decision taking on customer care and communication.

Citation

Clutterbuck, D. (1988), "DEVELOPING CUSTOMER CARE TRAINING PROGRAMMES", Industrial and Commercial Training, Vol. 20 No. 6, pp. 11-14. https://doi.org/10.1108/eb004116