Many financial institutions still confuse "customer care" with "quality."(Strategies for Service Quality)
Article Abstract:
The growth of the financial services industry made competition more rigid. More companies began thinking of ways to drum up their advantage, and their attention focused on the improvement of their individual personal customer service. Thus, quality service and customer care achieved primacy in these companies' operations. Most customer care programs include staff training, attempts at reduction of error, remodeling of branches and a firm attack on queuing issues. Total quality management also sparked interest in these institutions, although there remain varied views about its execution. Thus, quality has often been taken to also mean customer care.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
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Barclays invests in technology to boost customer service - and market share
Article Abstract:
InterMortgage, the mortgage-processing division of Barclays, spent more than 4 million pound sterling to increase productivity and achieve more 'customer-friendly' operations. With Texas-based Perot Systems Corp., the company started the 'Workflow' project where productivity increased by 40%. It also enabled the company to be more customer-driven. The new workflow system operates on eight objectives, whose collective aim is to deliver an advanced and customer-friendly system in financial services. Workflow's project manager believes that the financial investment and the development efforts shall pay back in less than three years.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1995
User Contributions:
Comment about this article or add new information about this topic: