000			01283naa a2200229uu 4500
001			9722
003			OSt
005			20190211154820.0
008			030102s2005 xx ||||gr |0|| 0 eng d
245	1	0	_a"Hands-on" approach keeps GNER on track
260			_c2002
520	3		_aThis 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
650		4	_aTécnica Administrativa _912835
650		4	_aOperações de Serviço _919202
650		4	_aQualidade de Serviço _912506
650		4	_aComunicação _911947
650		4	_aUtilities _916809
773	0	8	_tHuman Resource Management International Digest _g10, 6, p. 17-19 _d, 2002 _w
942			_cS
998			_a20030102 _bLucima _cLucimara
998			_a20130711 _b0922^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c9861 _d9861
041			_aeng