First class approach

Abstract

Describes how a large service organisation, Post Office Counters Ltd, has applied total quality principles to the development of customer care initiative. Reviews the organisation′s approach to customer care and details its customer charter, a complete package which comprised training for staff and a series of service commitments. Discusses how the customer charter fits in with the government′s recently imposed Citizen′s Charter. Outlines two keys for achieving total quality.

Citation

Singer, M., Taylor, D. and Jackson, C. (1993), "First class approach", Managing Service Quality: An International Journal, Vol. 3 No. 5, pp. 7-10. https://doi.org/10.1108/EUM0000000003183