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| Tekijä: | Grewal, S. |
| Otsikko: | Increasing value in content creation at FOS. Developing guides to improve customer service |
| Lehti: | Knowledge Management Review
2005 : JAN/FEB, VOL. 7:6, p. 28-31 |
| Asiasana: | Knowledge management Management Public sector Conflict Finance Service Consumers Companies United Kingdom |
| Kieli: | eng |
| Tiivistelmä: | As a knowledge-focused business, one key area of the UK's Financial Ombudsman Service (FOS) focused on developing a comprehensive guidance system to handle disputes btw. consumers and financial services firms. This article explains how the FOS developed best-practice guides for staff so customers receive tailored and consistent service. |
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