It’s tough - but don’t take the easy option

"During economic downturns, the impulse normally is to reduce costs, which usually means staff redundancies and cuts in marketing and training budgets. But is this the right course of action and how will that impact on your customer service? Cuts are not always the answer, as Graham Jarvis explains."

Published by Customer First (Vol. 8. No. 5, 2008), the magazine of the Institute of Customer Services.