Herbert Jack Rotfeld
Abstract
Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the employees.
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Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the employees.
Key concepts: Marketing, Business, Customer orientation, Adventure, Service (business), Customer service, Advertising, Computer science