Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Standard view
Full view
of .
Save to My Library
Look up keyword
Like this
0 of .
Results for:
No results containing your search query
P. 1
Unit 2

Unit 2

Ratings: (0)|Views: 3 |Likes:
Published by Sunil Pillai

More info:

Published by: Sunil Pillai on Apr 04, 2011
Copyright:Attribution Non-commercial


Read on Scribd mobile: iPhone, iPad and Android.
download as PPT, PDF, TXT or read online from Scribd
See more
See less





Unit 2
Customer Behavior in Service
Customer expectation of services
Timeliness and reliability
Timely and accurate delivery with accuratefollow up
Total order entry and all communications withcustomers and total control of defects
Fulfilling customers orders and follow up onany activity that has gone wrong
Christophers four key steps in creating acustomer service strategy1. Identifying a service mission2. Setting customer service objectives3. Customer service strategy4. Implementation

You're Reading a Free Preview

/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->