1

Creating a customer‐focused culture: some practical frameworks and tools

Macaulay, Steve, Clark, Graham
Journal:
Managing Service Quality
Year:
1998
Language:
english
File:
PDF, 129 KB
english, 1998
2

Customer service: what’s a smile got to do with it?

Cook, Sarah, Macaulay, Steve
Journal:
Managing Service Quality
Year:
1997
Language:
english
File:
PDF, 36 KB
english, 1997
4

Problems and Pitfalls of Customer Service Initiatives

Macaulay, Steve, Cook, Sarah
Journal:
Managing Service Quality
Year:
1994
Language:
english
File:
PDF, 125 KB
english, 1994
5

Practical teamwork for customer service

Macaulay, Steve, Cook, Sarah
Journal:
Team Performance Management
Year:
1995
Language:
english
File:
PDF, 141 KB
english, 1995
7

Practical steps to empowered complaint management

Cook, Sarah, Macaulay, Steve
Journal:
Managing Service Quality
Year:
1997
Language:
english
File:
PDF, 26 KB
english, 1997
8

Empowered customer service

Cook, Sarah, Macaulay, Steve
Journal:
Training for Quality
Year:
1996
Language:
english
File:
PDF, 28 KB
english, 1996
9

Making mentoring work

Tabbron, Alison, Macaulay, Steve, Cook, Sarah
Journal:
Training for Quality
Year:
1997
Language:
english
File:
PDF, 25 KB
english, 1997
10

Rewarding service success

Macaulay, Steve, Cook, Sarah
Journal:
Measuring Business Excellence
Year:
2001
Language:
english
File:
PDF, 1.36 MB
english, 2001
11

The implications of customer service initiatives for human resources professionals

Macaulay, Steve, Cook, Sarah
Journal:
Training for Quality
Year:
1995
Language:
english
File:
PDF, 34 KB
english, 1995
12

How colleagues and customers can help improve team performance

Cook, Sarah, Macaulay, Steve
Journal:
Team Performance Management
Year:
1997
Language:
english
File:
PDF, 90 KB
english, 1997