To instill a culture of dynamic, innovative, and continuous dedication to customer service at CWRU, all new employees should take a four-course general CWRU customer service training offered under the ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

A guide to understanding quality. How to learn about customer expectations. How to match service delivery to fluctuating customer expectations. Objective: To evaluate the use of an adapted customer ...