Establishing ethical boundaries for service providers: a narrative approach

Article Abstract:

Businesses are generally viewed by consumers as corrupt, avaricious, and unethical. The notion has been reinforced by fictional stories in literature and real-life accounts of the press and television news. Service firms can counter these unpopular views through a reexamination of its own ethical standards to ensure that its staff conforms to and even exceeds the expectations of its customers. Close supervision of front-line staff is critical, especially in service-oriented businesses, to help change the negative perception of customers and earn their trust.

Business Ethics, Customer Relations, Research, Business, Ethical aspects

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New developments in customer service training

Article Abstract:

Many business organizations are aware of the growing importance of customer service and they are providing their employees with internal and external training to enhance their efforts in this field. These training programs vary widely but they are primarily aimed at developing skills in telephone techniques, telemarketing, customer service and retention, problem-solving and use of new technologies.

Training

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