... arranged for a refund for the traveller’s cheques. He then got her a new rental contract, had new travel papers and passport issued, arranged for replacement airline tickets and got the tourist home. © MCB UP Limited 1997 Corporate culture Customer service Financial services Quality...

... 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...

... employees in facilitating quality improvement, and therefore in effecting changes that improve both employee and customer satisfaction, and reduce costs. © MCB UP Limited 1997 Customer service Empowerment Parcel delivery services Performance management Service quality When Federal...

...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...