Marketing Intelligence & Planning
Выпуск N1 за 1989 год
Developing Customer Care Training Programmes (Развитие тренинговых программ с учетом интересов потребителя) [статья]
Опубликовано на портале: 10-01-2003David Clutterbuck Marketing Intelligence & Planning. 1989. Vol. 7. No. 1.
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.