Purpose and benefits

Jan Carlzon is a Swedish businessman who shot to international prominence by leading a turnaround at the Scandinavian airline, SAS. The turnaround was based on excellence in customer service, and the book contains many practical examples of the way this can be applied. The SAS story is one of the most frequently-used case studies in customer service training and literature.

Related Solutions

Audience

For all management levels

Learning method

Abstract. Digest of management book; contribution and context.

Time to Complete

10 mins

Length

3 Pages

Participants

1

Price

£2 Pounds Sterling
(inc. VAT)