"Hands-on" approach keeps GNER on track 

 -  2002 
<br/><br/> 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 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Técnica Administrativa<br/>Operações de Serviço<br/>Qualidade de Serviço<br/>Comunicação<br/>Utilities