Customer Service is Everyone's Duty
- Quality & BS 5750. Heap, John // Management Services;Mar1991, Vol. 35 Issue 3, p22
This article is based on a talk given by the Institute of Management and Services Chairman John Heap to the Leeds and Bradford Branch. One common definition of quality is fitness for purpose. Quality is what gives complete customer satisfaction. This is true for every customer, whether...
- Added Value. BRUNACINI, ALAN // Fire Engineering;Sep2013, Vol. 166 Issue 9, p40
The author offers opinions on management of fire departments and emergency medical services. A need is said to exist for fire departments to evaluate their quality of service in terms of customer services in business, with a focus on what added value a fire department gives to those persons...
- It's time to embrace 360Â° customer service. Evans, Bruce // Fire Chief;Jul2003, Vol. 47 Issue 7, p18
Focuses on the customer service program of fire departments. Customer service in fire service emergency medical operations; Assessment of the average customer experiences; Concept of internal customer service.
- Words, Words, Mere Words? An Analysis of Services Customers' Perception of Evaluative Concepts. Dano, Florence; Llosa, Sylvie; Orshinger, Chiara // Quality Management Journal;2006, Vol. 13 Issue 2, p46
The purpose of this article is to investigate the meaning that service customers attach to the concept of quality and to four other concepts related to service evaluation: satisfaction, performance, attitude, and value. The service and the consumer behavior literature have devoted a lot of...
- CONCENTRATED EFFORT. Smith, Dannie C. // Fire Chief;Aug2004, Vol. 48 Issue 8, p90
Reports on the costs-savings and quality service benefits from squad reassignment and expansion of emergency management training at the Sugar Land fire department in Texas. Level of customer satisfaction with the fire service; Use of smaller apparatus for emergency medical response, motor...
- IMPACT OF SERVICE ENCOUNTERS CUSTOMER PARTICIPATION ON PERCEIVED SERVICE QUALITY. Dan, Micuda Ion // Young Economists Journal / Revista Tinerilor Economisti;Apr2010, Vol. 8 Issue 14, p69
The categorization and classification of service encounters brings to the front the issue of the customer participation in these service settings. This participation can take various forms and can greatly influence customer perceptions about service quality. The current paper tries to bring...
- THE BIG CON? Gautier, Adele // NZ Marketing Magazine;Mar2002, Vol. 21 Issue 2, p12
Discusses issues on customer satisfaction in New Zealand. Results of surveys on customer satisfaction; Effect of profitability on customer satisfaction; Recommendations on the measurement of customer value over customer satisfaction.
- THE LOYAL FEW. Masters, Tony // Marketing Week;5/25/2000, Vol. 23 Issue 17, p75
Discusses the need for a customer value focus in customer relationship management (CRM) programs. Value that a customer brings to a brand; Reflection of the customer's value system by the brand's value; Description of the Pareto rule, where a small proportion of elite customers account for the...
- How You Say Something Makes a Big Difference. // Customers First;Aug2012, Vol. 17 Issue 8, p2
The article provides new ways to formulate a phrase that would avoid potential customer anger.