Contact Personnel Notes: Definitions & Explanations PDF | Download eBooks
Study Contact Personnel lecture notes PDF with total quality management definitions and explanation to study What is Contact Personnel?. Study contact personnel explanation with TQM terms to review total quality management course for online MBA programs.
Contact Personnel Definition:
Term 'contact personel' is used for people at the "front lines" who interact with the public in a service setting.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Contact Personnel Notes:
Contact personnel are the people that are directly linked to the customers in providing any kind of service. In service industry, some of the employees are responsible to develop the service e.g. development of a computer software. These people work behind the curtain and their interaction with customers is minimum. However, some of the employees work in the front line and communicate with the customers, either providing service, getting feedback or registering complaints. Customers usually related the quality of a service with the behavior of the contact personnel. Therefore, the contact personnel must be courteous, kind, friendly, respectful and polite.
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