Staffing the Front Line
Stephen Mossop, Head of Library Services (Retired), University of Exeter, UK
Abstract
This chapter describes the importance of a front-line team in terms of the delivery of excellent customer service, illustrates how appropriate strategic recruitment, development, and reward programmes can assist in the effort to ensure that customer service standards are at their highest, and discusses the importance of maintaining a continuing mutually beneficial discourse with customers in order to ensure that their needs are as fully satisfied as possible.
Keywords
Recruitment; staff development; Human Resources; customer communications; feedback; appraisal
Recruiting, Developing, and Rewarding Staff
As mentioned above, excellent ...
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