Supported by substantial empirical research and the voices of the customer contact employees, this book explores the reasons for the gap between what many companies promise as a matter of policy and what, in customers' perception, is actually delivered at the operating level.Impact on Customer Service Quality Gopal K Gureja. (Box 3. 1 con td.) ... Guidelines. and. Norms. Every employee in the organisation, no matter in what function or level he/she is in, has a responsibility towards the customer. Everyone isanbsp;...
|Author||:||Gopal K Gureja|
|Publisher||:||SAGE Publications India - 2013-01-24|