New developments in customer service training

Customer service representatives are no longer perceived as secretaries or telephone operators, nor considered as mere support staff for personnel working in the field. Rather, they are increasingly viewed as carriers and guardians of the company’s image, and key players in the organization’s customer retention plan. Highlights how training for customer service staff is, therefore, taking on a new perspective.

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Year of publication:	1997
Published in:	Management Development Review. - MCB UP Ltd, ISSN 1758-8219, ZDB-ID 2062804-3. - Vol. 10.1997, 4, p. 151-153
Publisher:	MCB UP Ltd
Subject:	Customer satisfaction \| Customer service \| Feedback \| Training \| USA

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/EUM0000000004414 [DOI]
Source:	Other ZBW resources

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