* Air passengers expect attractive and stimulating environments, such as interesting departure lounges, with activities for young children etc.
* Hair dressing salons are expected to provide pleasant waiting areas, with attractive reading materials, access to coffee for customers, etc.
* Physical layout is not only relevant to stores, which we visit, but also to the layout and structure of virtual stores, and websites.
2. Provision of customer service - customer service lies at the heart of modern service industries. Customers are likely to be loyal to organisations that serve them well - from the way in which a telephone query is handled, to direct face-to-face interactions. Although the 'have a nice day' approach is a bit corny, it is certainly better than a couldn't care less approach to customer relations. Call centre staff and customer interfacing personnel are the front line troops of any organisation and therefore need to be thoroughly familiar with good customer relation's practice. 3....