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Module 1: Managing Customer Interface

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Managing People for Service Advantage - Part 2

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MODULE OVERVIEW

Know how to attract, select, and hire the right people for service jobs.
Explain key areas in which service employees need training.
Understand role of internal marketing and communications.
Understand why empowerment is important in frontline jobs.
Explain how to build high performance service-delivery teams.
Know how to integrate teams across departments and functional areas.

HIRING THE RIGHT PEOPLE

In context of an organization it is said “The right people are your most important asset”.
Getting it right starts with hiring the right people.
Hiring the right people includes-
Competing for applications from the best employees in the labor market.
Then selecting from this pool the best candidates for the specific jobs to be filled.

TOOLS TO IDENTIFY BEST CANDIDATES

Multiple, Structured Interviews
Observe Candidate behaviour
Conduct personality tests
Give applicants a realistic review of the job

INTERNAL COMMUNICATION S TO SHAPE THE SERVICE CULTURE AND BEHAVIORS
Internal communications (internal marketing) to employees play a vital role in maintaining and nurturing a corporate culture founded on specific service values.
Well-planned internal marketing efforts are especially necessary in large service businesses that operate in widely dispersed sites, sometimes around the world.
 
BUILD HIGH-PERFORIVIANCE SERVICE DELIVERY TEAMS

Service organizations in many industries need to create cross-functional teams with the authority and responsibility to servecustomers from the beginning of the service encounter to the end.
Such teams are also called self-managed teams.

The potential ways to reduce conflict and break down the barriers between departments include-

Transferring individuals internally to other departments and functional areas, allowing them to develop a more holistic perspective and being able to view issues from the different perspectives of the various departments.
Establishing cross-departmental and -functional project teams (e.g., for new service development or customer service process redesign).
Having cross-departmental/functional service delivery teams.

CONCLUSION

In this module, we learnt how to attract, select, and hire the right people for service jobs.
Highlighted key areas in which service employees need training.
Understood role of internal marketing and communications.
Understood why empowerment is important in frontline jobs.