To read the full version of this content please select one of the options below:

The implications of customer service initiatives for human resources professionals

Steve Macaulay (Training and Development Manager for the international computer software company, The Santa Cruz Operation. Authors of How to Improve Your Customer Service, published by Kogan Page, 1993.)
Sarah Cook (Director of the customer care specialists, The Stairway Consultancy, and may be contacted on 0181 744 9936. Authors of How to Improve Your Customer Service, published by Kogan Page, 1993.)

Training for Quality

ISSN: 0968-4875

Article publication date: 1 March 1995

Abstract

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.

Keywords

Citation

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

Publisher

:

MCB UP Ltd

Copyright © 1995, MCB UP Limited