Managing Service Quality

Fundamentally, all businesses prosper or decline on the quality of the service their provide to their customers. Increasing global competition has give customers vastly increased choice, and in consequence, customer expectations are increasingly high and ever more demanding.



As a manager of a customer service team, you will have taken on one of the most challenging positions in any profession today. Challenging because of increasing demands for improved levels of service, while facing demands for improved cost efficiency, across the public and commercial sectors worldwide.