... Customer service Financial services Quality assurance Service quality USA Robbed of her traveller’s cheques, receipts, passport, plane tickets, driving licence and car‐rental contract, a distraught non‐English speaking Dutch tourist in Salt Lake City, USA, contacted American Express...

... Customer service representatives are no longer perceived as secretaries or telephone operators, nor considered as mere support staff for personnel working in the field. Rather, they are increasingly viewed as carriers and guardians of the company’s image, and key players in the organization’s...

... is measured in terms of the customer, and FedEx’s internal‐measurement system shows how the company is performing. FedEx’s customer‐service standards are stringent: each package must be delivered on time. Calls must be answered in four rings, or a maximum of 20 seconds. Supplies must be delivered by 5 p.m...

...Steve Macaulay; Sarah Cook Discusses a recent Industrial Society survey which indicated that customer care and service was a priority for UK organizations. Shows that “the customer is always right” needs an effective customer service initiative to be able to address this and more. © MCB UP...