Outlines the benefits to the organization of enhancing customer service with the support of human resources specialists, who can play an important role in developing and reinforcing a customer service ethic. Increasingly, human resource specialists take on the role of internal consultants who provide guidance and facilitate the design and implementation of a customer services programme. Illustrates this with a case study of the Birmingham Midshires Building Society, where the HR function has played a major role in re‐creating the society as a customer focused business.
Macaulay, S. and Cook, S. (1995), "The implications of customer service initiatives for human resources professionals", Training for Quality, Vol. 3 No. 1, pp. 23-28. https://doi.org/10.1108/09684879510082229
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