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  1. […] among our finest schools will you find a program of instruction geared to the art and science of Service Management. The dozens of universities I have approached with a blueprint for launching such course of […]

  2. […] of courses in the “marketing of services” and a scant few on how to “manage a customer service function” but not a single one that takes the issue of service and develops it from the […]

  3. […] Orange – a global telecommunications giant – recently, I was put through to the ‘customer loyalty’ department who could do better deals than the sales department and get all sorts of problems solved (problems […]

  4. […] second example is far more personal.  I have designed a course – Service Management for Executives –  to instruct corporate executives who want to redirect their personal as […]

  5. […] retention strategies are, at bottom, customer service strategies. And, despite all that these strategies have to recommend them, they are hardly […]

  6. […] we have discussed elsewhere, Service Management refers to those principles and practices that help solidify customer relationships through […]

  7. […] customer-focused organizations have implemented Service Management best practices with Front Line professionals, integrated Service Management business processes, and […]

  8. […] Satisfaction is not the same as “Service Management” – it is an ingredient and an outcome. Service Management assumes the positioning of a new […]

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