Customer service: why it is so poor and how to improve it / Wan Kalthom Yahya

Yahya, Wan Kalthom (2003) Customer service: why it is so poor and how to improve it / Wan Kalthom Yahya. In: Prosiding KONAKA Konferensi Akademik 2003, 5-7hb Disember 2003, Holiday Villa Cherating, Kuantan.

Abstract

Everyone knows that customer service is important. By understanding that customers are their sole reason for the companies to be in the business and especially in today's highly competitive business environment, customer satisfaction makes a real difference. But, how many people and how many companies truly commit themselves in providing customers what they want and finding ways to improve the quality of their service? Companies need to be more people-conscious, because, customer service is everyone's job. If companies cannot care for the employees or colleagues welfare at work first, it is obvious companies will have hard time to get service out of the employees. Dissatisfied employees can never deliver good and quality service to other customers. The bottom-line is how the companies treat the employees.

Metadata

Item Type: Conference or Workshop Item (Paper)
Creators:
Creators
Email / ID Num.
Yahya, Wan Kalthom
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Planning. Business planning. Strategic planning
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organization
H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Leadership. Transformational leadership
Divisions: Universiti Teknologi MARA, Pahang > Jengka Campus
Event Title: Prosiding KONAKA Konferensi Akademik 2003
Event Dates: 5-7hb Disember 2003
Page Range: pp. 208-217
Keywords: Customer satisfaction, Service excellence, Internal and external customers
Date: 2003
URI: https://ir.uitm.edu.my/id/eprint/58383
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