Millard, N., Coe, T., Gardner, M., Gower, A., Hole, L. and Crowle, S., 2000. The future of customer contact. BT Technology Journal, 18 (1), pp. 51-52.
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Official URL: http://www.springerlink.com/content/r210hj17102254...
The statistics say it all. 70% of customers choosing to leave a company do so because of bad service and 68% of these are leaving because of indifference from a staff member. This research is looking at the critical interaction between BT and its customers whether face-to-face, over the telephone or through the Internet. In order to be successful in the future BT must not only provide world-class customer service, but it must be able to build meaningful relationships with its customers using both the medium and the message available. This isn't easy!
|Subjects:||Technology > Business, Management and Marketing|
|Group:||School of Design, Engineering & Computing > Smart Technology Research Centre|
|Deposited By:||Ms MJ Bowden|
|Deposited On:||25 Jul 2007|
|Last Modified:||07 Mar 2013 14:41|
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