Mark Twain was an unsung CS expert

Morey, Roger
May 2001
Marketing News;05/07/2001, Vol. 35 Issue 10, p16
Trade Publication
Features the philosophies of the legendary author Mark Twain in customer satisfaction (CS). Importance of a correct CS program; Value of training employees for customer services; Impact of trust among management and employees on CS.


Related Articles

  • INDUSTRY OVERVIEW: Retail Training. Sussman, Dan // T+D;Apr2006, Vol. 60 Issue 4, p52 

    The article focuses on the outlook of retail salespeople and store managers' training in the U.S. There are three general classes of retail staff training including operational, client service, and leadership. However, the type of training a company provides to its personnel depends on the...

  • The science of service. TREMAYNE, JESSICA // Smart Business Tampa Bay;Mar2009, Vol. 3 Issue 10, p9 

    The article discusses the importance of training employees for effective customer service. Andy Bodea, senior vice president of global operations at Equifax Inc., explained that customer's experience is a sustainable advantage of a company and senior leadership has a role in the initiative to...

  • Practice Report Card. Kautt, Glenn G. // Financial Planning;Nov2007, Vol. 37 Issue 11, p45 

    The article discusses a firm's performance measurements. The firm focuses on people, effort and results. The company requires its professional staff to have formal education, training and experience. It has two methods for measuring client retention and satisfaction. In addition to this, the...

  • London council doubles call response rate through new call centre and CRM system. Comm, Karen // Computer Weekly;4/12/2005, p56 

    The article reports that Barking and Dagenham Council has improved its customer service operations and doubled the number of calls answered by using a call centre and customer relationship management systems. Previously the North London council had no call centre system, apart from a telephone...

  • BAA BAA Black Sheep. BASLER, ROBERT // Santa Fe Reporter;9/9/2015, Vol. 42 Issue 36, p6 

    No abstract available.

  • Nextel emphasizes Service Done Right. McGough, Steve // Communication World;Mar/Apr2006, Vol. 23 Issue 2, p38 

    The article reports that to continue growing and delivering value to stakeholders, cellular provider Sprint Nextel Corp. developed and implemented a company wide initiative in 2004 that focused on improving customer satisfaction. Nextel understood that providing a superior customer experience...

  • For Quality Customer Service Make Employee Training a Priority. Volts, Blue // Electrical Wholesaling;Apr2007, Vol. 88 Issue 4, p64 

    The article reports on the importance of employee training in improving the quality of customer service. It is indicated that a business can benefit employees through a good customer-service training program. Employees can benefit from the initiative by equipping them with skills in dealing with...

  • Proper training ensures that employees learn dynamics of customer satisfaction. Moore, James S. // Marketing News;12/19/88, Vol. 22 Issue 26, p13 

    The article argues that proper training ensures that employees learn dynamics of customer satisfaction. Consistency is important to customer satisfaction and attaining it needs service employees to follow basic regulations governing their contact with consumers. Routine transactions also need...

  • Legendary Complaint Handling. Ely, John // Spa Management;Nov2007, Vol. 17 Issue 10, p60 

    The article explains the importance of effective handling of customer complaints to businesses. The reason complaints are not usually handled quickly is because, by nature, a complaint is a confrontation, and humans recoil from confrontation. But little insight, training and practice, employees...


Other Topics