Author： Huang Zeph Yun ChangAU Huang Loi Hui
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.10, Iss.2, 2000-04, pp. : 98-103
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Abstract
Customer calls confer accessibility for promoting sales opportunities. It is the key element of a company's customer service system. Presents a methodology for quality management of customer communication through telephone, e-mail and Web support for both internal and external customers. The concept of a customer call centre is introduced and quality dimensions of customer call services are established with call status coded and problem severity issues being addressed.
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