DFS: Insuring customer service excellence through e-learning

• المؤلفون الرئيسيون: TULI, Kapil R., DULA, Christopher
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2017
• الموضوعات: Learning & Development; Training; Retailing; e-Learning; Customer Service; Human Resources; Blended Learning; Service Learning; Technology and Innovation
• الوصول للمادة أونلاين: https://ink.library.smu.edu.sg/cases_coll_all/202; https://cmp.smu.edu.sg/case/3421

In early January 2017, Vanessa Teo, Director of Global Learning and Talent Development at the DFS Group, is outlining the airport retailer’s e-learning strategy. The Group had already invested significant resources in various training, learning and development programmes. These programmes, housed wi...