Explores the role of reward and recognition schemes in motivating groups and individuals to keep their energies focused on the customer. Examines the practical steps necessary to introduce and maintain successful initiatives, both financial and non‐financial. These steps involve taking time to...

Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that customer service is the key to success for an...

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...

Discusses the characteristics of an empowered organization and what has led to the increasing popularity of empowerment. Asks whether it is simply empty management rhetoric or a practical tool for change. Describes the benefits to the customer from this approach and what empowerment means to the...

Draws on the experience of the authors of developing teamwork to strengthen the quality of customer service. Argues that managers who care about their customers cannot leave teamwork to chance. Managers eed to recognize the signs of team effectiveness and early indications of problems and what...

Suggests that the way performance reviews are carried out is changing. A “case law” of European experiences of 360° feedback is building up and the authors share this with a wider audience to help the reader decide the relevance for their organisation to improve team performance. The...

Discusses a recent Industrial Society survey which indicated that customer care and service was a priority for UK organizations. Shows that “the customer is always right” needs an effective customer service initiative to be able to address this and more.