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A Case Study on the Effectiveness of Customer Service Training

Customer satisfaction surveys are found everywhere, ranging from a simple on-line reservation service up to highly sophisticated procurement projects, which demonstrates the business entities nowadays position customer service in a decisive role to the operation. On the other hand, training is a popular approach to achieve consistent service quality and advanced customer satisfaction. This case study examines from practical aspects the training effectiveness of a four-year customer service program by analyzing the development of the case company¡¦s annual customer satisfaction rating.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0203108-075531
Date03 February 2008
CreatorsLuca, Tzu-nan
ContributorsI-Heng Chen, Chin-Kang Jen, Shyh-Jer Chen
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageEnglish
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0203108-075531
Rightsnot_available, Copyright information available at source archive

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