Building service with a smile (customer service)

Citation

(2007), "Building service with a smile (customer service)", Human Resource Management International Digest, Vol. 15 No. 2. https://doi.org/10.1108/hrmid.2007.04415bad.011

Building service with a smile (customer service)

Building service with a smile (customer service)

Grensing-Pophal L. HR Magazine (USA), November 2006, Vol. 51 No. 11, Start page: 85 (5 pages)

Purpose – Explains how US human resource managers are ensuring that employees deliver high quality customer service. Design/methodology/approach – Quotes from human resources consultants and senior human resource managers on the need to identify the skills and characteristics that underpin good customer service for the company. Explains how to define the company’s service culture, identify customers’ expectations of service, and recruit employees who have the right attitudes and personal skills to deliver the standard of customer service required. Uses the example of Children’s Healthcare of Atlanta to illustrate how to do this in practice. Findings – Argues that human resource managers need to analyse the organization’s mission and values, and customers’ expectations to identify the characteristics of the customer service that is required, and then develop the human resource strategies that will ensure that employees will deliver it. Originality/value – Sets out how human resource management delivers good customer service.Reference: 35BB123

Keywords: Customer service management, Human resource management, Recruitment