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Talk given by Kevin Robson, author of Service-Ability at the Financial Services Forum
Tuesday 12 March 2013
Robert Walters, 11 Slingsby Place, St Martin's Courtyard, London, WC2E 9AB
Customer satisfaction lies at the centre of marketing strategy. Yet delivering customer service is also about management and organisational behaviour, ensuring that the whole company, through the unique behaviours of individuals, consistently delivers what the organisation is seeking to achieve.