Haya Kivilis Ofek is an organizational psychologist.
Haya is an expert on improving customer service behavior in theory and in practice.
Her research deals with employees' service behavior, and the relationship between employees' behavior and client satisfaction and the relationship between employees' customer service and profit of the firm.
Improving customer service is related to relationship marketing and to understanding customer psychology.
Research deals also with customer psychology and relationship marketing.
Training customer service is based on modern techniques.
Training and organizational development techniques are used in order to improve customer-service of employees.
A list of relvant articles and books will be sent to anyone who is interested in customer-service.
For sale: A valid and reliable giving-service test in HEBREW http://www15.brinkster.com/nettakivilis/login.asp
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IMPROVING CUSTOMER SERVICE