1Management Development Consultant, Cranfield School of Management, Bedford, England
2Senior Lecturer in Operations Management, Cranfield School of Management, Bedford, England
Tóm tắt
Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture and provides a series of checklist questions.
