A Case Study on the Effectiveness of Customer Service Training

• Main Authors: Tzu-nan Luca, 林紫嵐
• Other Authors: Chin-Kang Jen
• Format: Others
• Language: en_US
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/h9ng62

碩士 === 國立中山大學 === 人力資源管理研究所 === 96 === Customer satisfaction surveys are found everywhere, ranging from a simple on-line reservation service up to highly sophisticated procurement projects, which demonstrates the business entities nowadays position customer service in a decisive role to the operation. On the other hand, training is a popular approach to achieve consistent service quality and advanced customer satisfaction. This case study examines from practical aspects the training effectiveness of a four-year customer service program by analyzing the development of the case company’s annual customer satisfaction rating.