Managing Services Personnel | Introduction | Policy
MANAGING SERVICES PERSONNEL INTRODUCTION: The employees of the service providing company have a considerable role to play in delivering services to their customers. Among other things, they must clearly know the role they have to play in delivering the service and to do it properly in order to meet the expectations of their customers. Appropriate human resource policies have to be evolved and implemented. A culture of quickly understanding customers expectations and meeting them effectively and efficiently has to be set up through these human resource policies and programmes. APPROPRIATE HUMAN RESOURCE POLICIES Service personnel must be reliable, i.e. able to perform the promised service dependably and accurately. They must be responsive, i.e. be willing to anticipate customer needs, help them and provide prompt service. They must assure customers with their knowledge and courtesy and their ability to inspire ...