Customer service management : case Tapiola-Group
Leppäkari, Marjo (2006)
2006
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025102426409
https://urn.fi/URN:NBN:fi:amk-2025102426409
Tiivistelmä
This bachelor's theses are made together with Tapiola-Group, who works with insurance and finances and also in banking fields.
The aim of this bachelor's thesis is to clarify how well people in Kokko la economic zone know Tapiola Bank and how customer behaves and expect when he comes to an office. I also wanted to clarify where people got information about Tapiola Group's services.
The theoretical part consists of how to think like customer and information chain, communication with customers and customer service management.
The research was carried out with qualitative research method. Questionnaire was in the office of Tapio la and forty-one pieces were returned.
The aim of this bachelor's thesis is to clarify how well people in Kokko la economic zone know Tapiola Bank and how customer behaves and expect when he comes to an office. I also wanted to clarify where people got information about Tapiola Group's services.
The theoretical part consists of how to think like customer and information chain, communication with customers and customer service management.
The research was carried out with qualitative research method. Questionnaire was in the office of Tapio la and forty-one pieces were returned.