...Alan Chow; Kelly C. Woodford; Jill Showers‐Chow Purpose The purpose of this paper is to look at how customer input was used in a front‐end needs assessment to formulate a training package that covered the necessary elements of product use, and how the training material was presented...

...Juan Llopis; Jose Gasco; Reyes Gonzalez Purpose To analyze, through a case study, the essential premises on the basis of which a training plan for the customers of any given firm can be designed, implemented and evaluated. Design/methodology/approach This paper starts...

... quality, as well as create a long‐term competitive advantage, manufacturing organizations are beginning to initiate strategic alliances with their customers and suppliers as part of their supply chain management. This paper suggests that the key to gaining a competitive advantage and improving customer...

...Richard Davis 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...

...David Clutterbuck 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...