Managing Customer Care

James J. Lynch

Chapter 5 in The Psychology of Customer Care, 1992, pp 91-106 from Palgrave Macmillan

Abstract: Abstract Customer care — good or bad — is no accident, but is the outcome of a company’s service quality system. All organisations have such a system. For some it is an informal, unstructured system which provides low levels of service; for others it is a well thought out, effectively structured system which delivers consistently high levels of service. The irony is that it takes no more effort to devise a well-structured system than it does to cope with an unstructured one. This section describes the components that combine together to provide the type of service quality system which will maximise profit and stimulate growth by providing customer satisfaction. Subsequent sections will deal with each component in depth, drawing on practical experience.

Keywords: Service Quality; Customer Satisfaction; Customer Segment; Service Practice; Customer Care (search for similar items in EconPapers)
Date: 1992
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DOI: 10.1057/9780230375321_5

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