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Reaching the heart and mind of the customer: Japan's best practices in customer service
Author(s) -
Turpin Dominique
Publication year - 1994
Publication title -
strategic change
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.527
H-Index - 16
eISSN - 1099-1697
pISSN - 1086-1718
DOI - 10.1002/jsc.4240030604
Subject(s) - customer delight , service quality , customer advocacy , customer satisfaction , business , marketing , customer retention , customer service , customer to customer , customer intelligence , customer equity , customer profitability , service (business)
What can we learn from the emphasis Japanese firms now place on the customer? Professor Turpin describes the seven golden rules of customer service in Japan Corporate mission defined in terms of customer benefits. Senior management commitment. Make the right attitude a criterion for recruitment. Train, train and retrain employees. Communicate quality standards and measure results. Use IT to improve customer satisfaction. Exceed customer expectations.