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 trust and confidence. They must be empathetic towards customers, have their best interests at heart and provide them caring, individualized attention. Finally, their dress and personality are important for effectively interacting with customers and keeping them satisfied and happy with their service purchase.


Following are the four main policies which is used for managing service personnel:-

Policy 1:

Hire the right people: Service employees need to work with customers. The circumstances of the day and their personal moods, likings and dis-likings, they must believe that customer requirements are of utmost importance and those have to be met to their satisfaction. They must have experienced the joy of serving others and take pleasure in doing so. 

For applicable of this policy following points must be in mind:-

  • Compete for the best people
  • Hire for service competencies and service inclination
  • Be the preferred employer

Policy-2 :

Develop people to deliver superior quality services: Once the company has hired the right employees she must train and work with them to develop them into skilled service professionals.
The following three strategies can help in this direction:
  • Train for technical and interactive skills
  • Empower employees
  • Promote teamwork

Policy-3 :

Provide Needed Support system: Employees can best serve their customers when they are in-turn supported by internal systems and other colleagues in their company. For instance, call center employees can best answer customer queries when they have customer data and other information ready on their computer
screens. Following strategies can help in the application of this policy.
  • Develop service-oriented internal processes
  • Provide supportive technology and equipment
  • Measure internal service quality

Policy-4 :

Retain the best employees: Once a company hires, trains and develops her employees, it is important to retain them as employee turnover can hurt the company in more ways than one. Happy, trained and loyal service personnel are able to serve customers more effectively and efficiently, while bringing down costs and
increasing revenues and profits.
  • Include employees in the company’s vision
  • Treat employees as customers
  • Measure and reward strong service performers

Here are some strategies that can be employed to retain the best employees:

1) Include Employees in the company’s vision: This includes involving employees in formulating and driving the company’s vision. This gives employees a sense of ownership of the company to its greater heights instead of looking for greener pastures for self aggrandizement.


2) Treat Employees as Customers: This includes supporting employees through their work as well as non-work lives so that they can work free of worries for the company and associate themselves with the improvement and growth of the company.


3) Measure and reward strong performance: Employees can be rewarded based on the customer satisfaction scores. Customer can be asked about the services they actually received from various employees and the employees can be rewarded accordingly.

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