Designing customer service programmes

Customer service programs are to service organizations what quality programs are to manufacturing organizations. Providing customer service requires us to understand what our customers want, and what they value. Customer service is more than, but includes, customer care and is applicable to all serv...

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Bibliographic Details
Published inInternational journal of productivity and performance management Vol. 45; no. 1; p. 20
Main Author Baines, Anna
Format Journal Article
LanguageEnglish
Published London Emerald Group Publishing Limited 01.01.1996
Subjects
Alliances
Complaints
Customer services
Opening hours
Perceptions
Quality circles
Quality improvement
Quality of service
Service industries
Studies
United Kingdom > UK
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Summary:Customer service programs are to service organizations what quality programs are to manufacturing organizations. Providing customer service requires us to understand what our customers want, and what they value. Customer service is more than, but includes, customer care and is applicable to all service organizations, including those in the public sector. If we understand our customers, we can properly identify their needs and set about meeting them reliably over time.
ISSN:1741-0401
1758-6658