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Secret Service - Making Customer Service Work - video

Secret Service offers a realistic assessment of the major issues involved in implementing and managing high standards of customer service. Combining hidden camera footage, interviews with experts on customer service and comments from leading training consultants, Secret Service provides a unique insight in to the ways in which employees ' from frontline staff to managers' affect or are affected by the organisation's vision. It provides a powerful illustration of the importance of firstline and operational managers in forming the bridge between vision and the sharp-end delivery of customer service.

Author: Sarah Cook
Publisher: BBC
For more information on this publication please contact info@thestairway.co.uk 01628 526535

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