DEVELOPING CUSTOMER CARE TRAINING PROGRAMMES

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.

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Year of publication:	1988
Authors:	Clutterbuck, David
Published in:	Industrial and Commercial Training. - MCB UP Ltd, ISSN 1758-5767, ZDB-ID 2019820-6. - Vol. 20.1988, 6, p. 11-14
Publisher:	MCB UP Ltd
Subject:	Customers \| Communication \| Personnel Management \| Quality \| Training

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Type of publication:	Article
Type of publication (narrower categories):	review-article
Language:	English
Other identifiers:	10.1108/eb004116 [DOI]
Source:	Other ZBW resources

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