Ashridge

Virtual Learning Resource Centre

The Call Centre Customer Care Pocketbook

Pocketbook cover

by Mike Applegarth and Keith Posner

Internet transactions offer customers convenience but remote trading has its price: customers feel much less loyalty to individual companies and the loss of face-to-face contact can result in poor or non-existent customer service. The Call Centre Customer Care Pocketbook addresses these issues, and looks at how to retain customer loyalty and offer good service in the digital age.

The Call Centre Customer Care Pocketbook – pdf format (1.1MB)