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Customer service operations are expanding. Companies are adopting the latest online technologies as integral components of their customer service strategies. In these new and exciting online environments,...
Two episodes from the popular BBC2 programme. Once notorious for bad, overpriced food and outdated facilities, now the big companies that run them say they are spending millions to transform their sites...
Looks at the differences between marketing a service and marketing a product and examines various factors in service marketing including the impact of information technology. Shows the experience of...
Considers the special concerns of service organisations with regard to reengineering processes and practical advice about the process of successful reengineering. In three case studies featuring a health...
Shows the giving, receiving and passing on of information. A range of interpersonal skills are demonstrated including: greeting a customer, closing, questioning, listening, making notes, introducing a...
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