1. SNCF Essay
Customers stating: "The product is good, but too expensive, too complicated and non accessible."" ... Such a transformation requires shared values and acquisition of tools needed for change. ... Attitude Management and Communication Management The attitudes of employees and their motivation for customer consciousness and service-mindedness have to be managed. 1. ... SNCF empowered its employees by delegating customer contact staff the authority to make decisions and take actions in a large number of potential problematic situations. The goal is to develop different schemes for each...
- Word Count: 2130
- Approx Pages: 9
- Has Bibliography
- Grade Level: Undergraduate