May 2020
Intermediate to advanced
244 pages
7h 18m
English
book
The Universal Service Desk (USD) - Implementing, Controlling and Improving Service Delivery
by Léon-Paul de Rouw, Brian Johnson
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CHAPTER 12: EXPERT USD STAFF
No USD will function without employees (hold back the tears); they determine the success of the USD. So, to operate professionally, the USD must have expert staff who like to help and serve customers.
After reading this chapter, the reader will have insight into the importance of well-trained employees with the right competencies for a well-functioning USD.
12.1 Employees determine the USD success
With a professional USD, a service organisation strives for a customer-oriented attitude. In order to be able to make this happen, the right expertise and the right behaviour must be fulfilled for employees, and the USD must also have the power to oversee a solid management function and sufficient capacity to handle customer ...