The way ahead

Article Abstract:

The next society is likely to be marked by new institutions and ideas, and organisations can start preparing for these changes now. New corporate structures and personnel management policies will have to be developed, and organisations will have to become change agents if they are survive.

Human resource management, Beliefs, opinions and attitudes, Business enterprises, Social change

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Service with a smile: how do you get your employees to care about their customers?

Article Abstract:

Providing incentives to employees does not do a lot to promote good customer service, according to a growing body of evidence. Some companies enhance customer service by hiring people with the right traits, while other companies allow the right kinds of employees to select them.

Employee Recruitment, Employee selection

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Keeping the customer satisfied

Article Abstract:

Issues related to customer service are examined in detail. Ways of ensuring customer retention are suggested, such as good staff training, prompt service, and good products.

Cover Story

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