"Hands-on" approach keeps GNER on track
- 2002
This article is based on information supplied to Emerald by journalist Jane Garner who attended the breakfast briefing on behalf of Servicemark Yorkshire & Humber. Both the GNER and Loop examples highlight the importance of good recruitment practices. Garnett's customer-service managers and Thomson's customer-service-center operatives can easily and quickly be taught the technologicl side of their jobs. What is less easily taught is an easy and sympathetic manner when dealing with a customer's problems. But such a manner is essential, if management is to delegate with confidence to empowered customer-facing employees
Técnica Administrativa
Operações de Serviço
Qualidade de Serviço
Comunicação
Utilities
This article is based on information supplied to Emerald by journalist Jane Garner who attended the breakfast briefing on behalf of Servicemark Yorkshire & Humber. Both the GNER and Loop examples highlight the importance of good recruitment practices. Garnett's customer-service managers and Thomson's customer-service-center operatives can easily and quickly be taught the technologicl side of their jobs. What is less easily taught is an easy and sympathetic manner when dealing with a customer's problems. But such a manner is essential, if management is to delegate with confidence to empowered customer-facing employees
Técnica Administrativa
Operações de Serviço
Qualidade de Serviço
Comunicação
Utilities
