Taking responsibility for service

Managers need to develop their employees' commitment to providing quality customer service. This entails careful selection of staff and providing them with training which explores various business aspects and instills in them the company's service policies. Managers also need to take time in building their relationships with their employees so that the latter's confidence, trust, loyalty and dedication are developed and nurtured. A company's manpower resources will produce desired results only if management understands and addresses the employees' needs.
It's easy to blame time pressure, budget cuts and the 'labor pool' for inadequate customer service. But this author contends that a true service orientation is more feeling than function--and [...]