Case Study: Managing Customer Service "Customer service is the most direct tools we use for building up loyalty, attracting repeat business, generating word-of-mouth and boosting our profits" (Cole 2001, p307). Statistics studies Shows 80% of the business sales are coming from 20% of the customers. Providing customer with excellent services that gain their loyalty is the most vital element for a business to survive in today's extremely competitive markets. Part A. Develop a customer service plan High quality …
showed first 75 words of 3418 total

showed last 75 words of 3418 total
…Ignoring to understand this point will only give our competitors a batter chance to gain more market shares. Bibliography ·<Tab/>Kris Cole 2001, SUPERVISION-THE THEORY AND PRACTICE OF FIRSTLINE MANAGEMENT, Pearson Education, NSW Australia ·<Tab/>Lynn Van Der Wagen & Anne Goonetilleke 2004, HOSPTALITY MANAGEMENT- STRATEGY AND OPERATIONS, Pearson Education, NSW Australia ·<Tab/>Class Notes