A study of customer services accompanying core product and service products. Problems and issues related to the service mix, service-level decisions, the formulation of service policies, customer service management, the development of customer service staff, training and evaluation are analysed. Discussion covers customer information, customer surveys and suggestion, the handling of complaints and adjustments, techniques for dealing with difficult and angry customers, dissemination of information, maintenance, technical services, and the development of new customer service programs. Special attention is given to current issues related to customer service management such as Saudization of service sector and GCC experiences.
- Teacher: Dr.Khaled Batarfi