Making Customer Care Work‐What Happens to the Training? Available to Purchase

Commercial objectives should be directed towards long‐term customer satisfaction in order to succeed. Training will often fail unless organisational issues are examined first. Front‐line people have responsibility in very large measure. Rarely do they have authority to go with their skills, which will not be practised effectively unless authority is delegated. The organisational structure will have to change dramatically, from management initiating and enforcing decisions to supporting and encouraging authority at the front line.