Managing and delivering world-class services: the value of customer service skills (2010) Rated 0 out of 5 (be the first to review) £25.00 This literature review explores four customer service skills areas: What are customer service skills?, Is the customer always right? Managing and delivering world-class services: the value of customer service skills (2010) quantity Download Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. Category: Literature Reviews Share Twitter Facebook LinkedIn Email Description Reviews (0) Description Published October 2010.Written by Mark Gatenby, Kingston Business School, Kingston University and was sponsored by Inspiring People. Customer experience of service encounters is widely recognised as a main determinant of the success of service organisations. The term ?moment of truth? is often used to describe every point of contact between the customer and service staff. This moment is important for all services ? whether in health, retail, finance, hospitality or tourism. Customer service skills are fundamental to understanding what makes a successful service encounter. This literature review explores four customer service skills areas: – What are customer service skills? – Is the customer always right? – Managing the customer during the service encounter – What can managers do to increase customer service skills? – The value of customer service skills Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.