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Creating, Maintaining and Reinforcing a Customer Service Culture

Creating, Maintaining and Reinforcing a Customer Service Culture Customer service is now playing a vital role in every companys attempt to improve the quality of its offering. Based on a number of reallife projects carried out by the Marketing Improvements Group across many industry sectors, explores three main issues why companies need a customer service culture how to create and, more importantly, sustain the culture once developed why having a good customer service culture is worth the time and resource investment. Also describes the process through which companies should go, in order to achieve a customerservice culture change. These include gaining the commitment of the whole company the identification of the key issues the establishment of causes identifying how to change behaviour. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Quality & Reliability Management Emerald Publishing

Creating, Maintaining and Reinforcing a Customer Service Culture

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0265-671X
DOI
10.1108/02656719210007545
Publisher site
See Article on Publisher Site

Abstract

Customer service is now playing a vital role in every companys attempt to improve the quality of its offering. Based on a number of reallife projects carried out by the Marketing Improvements Group across many industry sectors, explores three main issues why companies need a customer service culture how to create and, more importantly, sustain the culture once developed why having a good customer service culture is worth the time and resource investment. Also describes the process through which companies should go, in order to achieve a customerservice culture change. These include gaining the commitment of the whole company the identification of the key issues the establishment of causes identifying how to change behaviour.

Journal

International Journal of Quality & Reliability ManagementEmerald Publishing

Published: Jan 1, 1992

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