Fitting up customer care

Article Abstract:

Kinnarps (UK) Ltd is one of the few small businesses in the UK that are willing to make substantial investment on customer-care programs. The office furniture distributor implemented a training program that aims to equip employees not only with interpersonal skills, but with technical knowledge regarding the installation of systems office furniture. Kinnarps' employees staff were required to attend workshops where customer related issues were discussed, including punctuality and physical appearance. The company's efforts to upgrade its customer service were commended by the National Training Awards. More importantly, a study of customer appraisal forms revealed 100% customer satisfaction in significant areas in England.

Furniture, Services, Furniture industry, Customer service, Kinnarps (UK) Ltd.

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Insuring against insularity

Article Abstract:

Norwich Union (UK), an insurance company, implemented a language training program in Apr 1990 to meet the needs of employees during its expansion into Europe. The program has helped to train 108 managerial and non-managerial employees at a cost of approximately 37,000 pounds sterling. Each department within the firm decides which employees need to enroll in the training program. Norwich Union reduces costs and ensures control over the courses by contracting with part-time freelance instructors.

Life insurance, Insurance industry, Language and languages, Norwich Union Life Insurance Society

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