Preparing the front line

The results of a survey on customer service conducted by Learning International are presented. The survey process started when a team of researchers began looking for organizations that were either recognized for service excellence and product quality or undergoing an organization-wide transformatio...

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Bibliographic Details
Published in:Quality progress 1995-02, Vol.28 (2), p.79
Main Author: Jeffrey, Jaclyn R
Format: Magazinearticle
Language:English
Subjects:
Customer services
Employee development
Polls & surveys
Quality of service
Success
Online Access:Get full text
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Summary:The results of a survey on customer service conducted by Learning International are presented. The survey process started when a team of researchers began looking for organizations that were either recognized for service excellence and product quality or undergoing an organization-wide transformation to improve customer service. The researchers examined data bases of published articles and major conferences related to the topic. They also looked at winners of such quality awards as the Malcolm Baldrige National Quality Award and the Deming Prize. Those organizations on the researchers' list were then invited to participate in the survey. A total of 14 were willing to tell the researchers how and why they provide good customer service. The survey identified a 3-part strategy used by the companies for delivering top customer service: 1. hiring the best employees, 2. developing employees into professionals, and 3. motivating employees to stay and excel.
ISSN:0033-524X