Like most businesses today, municipal utilities are confronting
transformational change. Once a protected monopoly, they face an
increasingly competitive environment. Their production is being
outsourced. Their ability to sustain prices is being challenged. As
a result, they are recognizing the importance of their relationship
with their customers. The need for quality training focused on
specific competencies is becoming evident. Drawing on the results
of a national survey of customer service representatives, the most
important competencies for customer service providers are explored.
Information from utility research, customer service competency
research, training and development theory, and intellectual capital
theory are combined. These concepts are linked to current research
based on subject matter experts' insights.The information is
essential for managers who confront rapid change in their
marketplace. This book explores the importance and competitive
advantage of customer relationships. HR professionals, marketing
managers and customer service managers who seek to improve customer
service through training will also benefit.
General
Is the information for this product incomplete, wrong or inappropriate?
Let us know about it.
Does this product have an incorrect or missing image?
Send us a new image.
Is this product missing categories?
Add more categories.
Review This Product
No reviews yet - be the first to create one!
Welcome to Loot.co.za!
Sign in / Register |Wishlists & Gift Vouchers |Help | Advanced search
