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CUSTOMER SERVICE EXCELLENCE 2004
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Customer Service Excellence 2004: Exemplary Practices in Retail
By James Tenser, Soyeon Shim, Ph.D., and Melinda Burke
Published by NRF Foundation, 2004
Prepared for NRF Foundation through a grant from American Express. Conducted by researchers at the Southwest Retail Center for Research and Excellence, University of Arizona (now the Terry J Lundgren Center), this study presents the outstanding practices in customer service by North American retailers, selected from several hundred nominations.
Each practice is delivered as a case study. All fall into categories of: customer experience; company/store policies; customer amenities; cross-channel service; and staffing and training. The findings were released in book form in January 2004 and presented at the NRF Convention in New York.
At last report single copies of Customer Service Excellence 2004 (NRF 0001007) were sold out at the National Retail Federation online bookstore. A limited number of signed copies are available from the author or through Amazon.com. To inquire about the author's availability for readings or public speaking, contact us. |