Jack Ring wrote about using some of Philip Crosby's material, on the notion
of "customer", Please Jack Could you tell us what/which materials
specifically?
Also I agree with you- we have tried many of the large and respected
suppliers for "Customer Service" training, all with mixed results. The
approach Jack R. suggests may be a refreshing change. For this senior level
group I might also suggest using some activities from (or assign the whole
book with similar discussion lunchs) "A Complaint Is A Gift: Using Customer
Feedback as A Strategic Tool" by J. Barlow and C. Moller.
I've been 'lurking' for awhile and its good to get back into some posting
energy. All the Best to you all
CHEERIO
Jack Cerva
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