Development of a graduate-level Internet course in customer service
Keith Anthony Fulton, California State University, Dominguez Hills, United States
California State University, Dominguez Hills . Awarded
The need for customer service process development and execution is critical to the success of every business in today's competitive business environment. Businesses are realizing that they must become more competitive in a world of constant change. One way to stay ahead of the competition is to provide customer service that consistently exceeds the customer's expectations. The way a business treats its customers is one way to provide a competitive edge and maintain market share.
Tom Peters, a well-known business analyst and author, often lectures at Walt Disney World Resort in Florida. In his latest book The Circle of Innovation (1997), Tom describes his experience at one of the resort hotels:
In February of 1997 I stayed at Disney's Contemporary Resort at Walt Disney World. I was giving a presentation to 900 senior executives. Also in my room was a projector that I could use to preview my 35mm slides. A little thing? I don't think so.
For example, I also found an instruction sheet for using the projector that was clearly the easiest instruction sheet, for anything I've ever read. A little thing? I don't think so.
Fulton, K.A. Development of a graduate-level Internet course in customer service. Master's thesis, California State University, Dominguez Hills.
Citation reproduced with permission of ProQuest LLC.
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