The people who write the ads don't have to meet the customers. (implementation of customer service programs): An article from: Bank Marketing

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on December 1, 1991. The length of the article is 1485 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: A frequent reason for the failure of many customer service initiatives is that bank managers often assume that management policies will be actively implemented by bank personnel. This is rarely the case, particularly when personnel do not believe in the objectives of a specific management-imposed program. Bank managers who wish to effectively implement change must actively support the need for change by defining clear-cut objectives, ensuring that proposed changes are consistent with existing management policies, and involving employees in decision-making regarding the change.

Citation Details
Title: The people who write the ads don't have to meet the customers. (implementation of customer service programs)
Author: James H., Jr. Donnelly
Publication:Bank Marketing (Magazine/Journal)
Date: December 1, 1991
Publisher: Bank Marketing Assn.
Volume: v23 Issue: n12 Page: p38(2)

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