Service with a smile

Abstract

It doesn't matter how well employees in industry and commerce are trained in product knowledge and the skills of their trade if, at the end of the day, they alienate or offend the customers. In the long term nothing is more important to a business than customers. When times are hard they become even more valuable than during the good times; because then they are even more difficult to replace, and dissatisfied customers have very long memories.

Citation

Public Relations Ltd, I. (1984), "Service with a smile", Education + Training, Vol. 26 No. 3, pp. 66-66. https://doi.org/10.1108/eb017013