Employers and customer care: a survey

Article Abstract:

A 1995 UK customer care survey of 29 companies indicated over 80% had either customer care policies or mission statements. Most cited increased staff awareness as the reason for their policies, and almost 90% believed customer care emphasis had increased during the last three years. The policies usually were introduced by senior management, after union consultation in some cases. Many companies had set customer service performance standards and covered customer care performance in their employee appraisal systems. Companies often used part-time employees and mystery shoppers to improve service. The biggest obstacle cited was lack of training.

Surveys, Customer service

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Unions and employers forecast growing unrest

Article Abstract:

A 1996 UK survey of 180 employers and 50 union officials indicates a continued increase in labor unrest likely to worsen in 1997. Since almost 70% of the unions expect industrial actions within 12 months while only 32% expect them, management appears to be underestimating the potential increase in labor actions and may be adopting more hardline response tactics. Both management and union officials anticipate non-strike measures, such as industrial action ballots, to increase without actual strikes occurring. However, work stoppages could top 1,000,000 working days during 1996, a new record.

Forecasts and trends, Labor relations, Labor unions

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