Preparing the front line

Article Abstract:

A survey of 14 companies rated as providing excellent customer service revealed that they all understand the importance of customer service and follow a similar strategy to achieve high levels of customer satisfaction. These companies choose qualified and experienced people, train them to achieve proper service competencies and motivate them through good salaries and other incentives. Service representatives participate in continuous development programs, have considerable freedom to take decisions and are provided with a career path.

Surveys, Customer service

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ISO 9000 at the front line: a book excerpt

Article Abstract:

Compliance with ISO 9000 is leading more companies to introduce the theories behind the standard to frontline workers in an effort to improve service quality and profitability.

Standards, Standardization, Training, Employee training

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Root Cause Analysis: Improving Performance for Bottom-Line Results

Article Abstract:

Root Cause Analysis: Improving Performance for Bottom-Line Results by Latino, Robert J. and Latino, Kenneth C.

Books, Book Review, Root Cause Analysis: Improving Performance for Bottom-Line Results (Book), Latino, Robert J., Latino, Kenneth C.

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