Chapter 6: Training Curriculum
In their book Customer Service and Human Experience, Drs. D’Ausilio and Anton, who believe that core competencies should be customized for each client,
Distribution Center
Sex and the City
FREEBIES LIKE RUBIK’S CUBES, T-shirts, mugs, and Godiva chocolates adorned the tables. At least ten different desserts beckoned. People ate as they milled
eye candy
PUT any woman into a Sephora shop and it’s like watching a kid in a candy store. If that woman happens to be a cosmetics junkie, watch out! The response
Foaming at the Mouth
You’re furious. Your heart pounds, the sweat breaks out on your forehead, and you’re gnashing your teeth. You may be in the grip of Web rage, according
As Good as It Gets
Let’s say you’re in the market for a computer and walk into a Best Buy, Circuit City, or Office Depot store. Chances are, you’ll find the most popular
A Defining Moment
This year’s annual conference of the Council of Logistics Management, held in Chicago, witnessed a milestone in the history of logistics and supply chain
The Not-So-Chic Customer
Stereotypes have their uses. Where would we be, for instance, without the parcel or the order size? It’s a little riskier, though, to pigeonhole customers.
Transparent Managers
EXCELLENT LEADERS never forget that they are responsible for supporting the corporation, and they avoid derogatory comments about it. One essential skill
Higher Standard
The Robert Bosch Group’s outsourcing relationship with third-party logistics provider Standard Integrated Logistics Corporation of Columbia, SC, has netted
Cotton Picking
RATIONALES FOR OUTSOURCING fulfillment usually boil down to three. When a company wants to do business beyond its traditional operating radius, outsourcing