Front Line Managers Must Get More Involved With Customers to Bring About a Recovery
Every time the economy turns downwards, business begin to give more focus on the well-heeled group, whose disposable income is least affected and is able to maintain their regular purchases. These "top-customers" will invariably be pampered with gifts and special services. Rather than be grateful many of such customers will become more demanding and difficult to handle, knowing that they are in hot demand. This exacerbates the service problems during an already tough period when both clients and employees are likely to have low morale. Customer service improvement programs often focused on interpersonal communication techniques to enable customer service frontline staff better manage customer complaints and do successful service recoveries. ...
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