... to post. © MCB UP Limited 2002 --> Customer loyalty Customer care Employee involvement Call centres Keeping the customer satisfied Keywords: Customer loyalty, Customer care, Employee involvement, Call centres Businesses seeking new ways of building customer loyalty...

... Italy Customer care Interaction Efficiency Interactive training course delivers customer care to Italian Post Office Keywords Italy,Customer care, Interaction, Efficiency The Italian Post Office has trained 1,000 employees in customer care skills, in just 22 days, using...

...John Morris Emphasizes the need for customer care to be a part of an ongoing business strategy rather than a short‐term training need. Shows that if customer care is treated as strategic, it moves into the realm of top management and, hence, becomes a leadership issue. Stresses the role...

...? Furthermore, and even more crucially, how much authority does the person have to match such a significant responsibility? This issue begs questions of the very way the organisation functions, and we shall now examine this factor. Organisational Structures for Customer Care If the organisation's strategy...