This paper is a discussion of the topic of improvement of customer satisfaction with their banks.
Written in 2002; 2,758 words; 5 sources; MLA; $ 82.95
Paper Summary:
In an attempt to improve customer satisfaction, banks around the world are training and empowering employees directly involved in service delivery to undertake a broad range of tasks. The paper looks at what are the skills necessary to improve customer satisfaction, how to calculate the level of customer satisfaction, and methods of training employees to improve their ability to satisfy customers.
From the Paper:
"In analyzing customer satisfaction as an adjunct of qualified activity-based management (ABM) four activities are typically considered: Costs, Quality, Time and Innovation. Most of the emphasis in the current business literature focuses on activity-based costs (ABC) and TQM (total quality management). This is probably because ABC and TQM are easier, or more convenient to measure. Results are more quantifiable. The analysis of time and Innovation are harder since those two terms dip into areas like "mind," "motivation," and other terms that are hard to chart and analyze (Trapp, 1997)."
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