Contingency planning failure leads to customer service disaster

A wonderful topical example to use with A2 and similar students looking at the need for contingency planning, or at how breakdowns in communication can lead to some serious business consequences The report into the fiasco on Eurostar in December 2009 makes compelling reading.  Lots of stimulus material in there for students, from both a contingency planning and customer service perspective.

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Oakley College, Las Palmas, Gran Canaria.

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