A focus on customer service

Over recent years many changes have taken place in traditional service organisations. There have been many reasons for these changes. Some have been brought about by increasing customer choice, different consumption patterns, better lifestyles, increasing mobility, the process of privatisation and more competition. Where such changes have taken place there has tended to be an accompanying influence upon consumer expectations. The net effect has been to create a far more knowledgeable and discriminating customer. But, as customers have become more sophisticated, they have also become…