Building quality service : with competency-based human resource management / Lynn van der Wagen

By: Wagen, Lynn van derPublication details: Mumbai : Jaico, 2005. Description: xiii, 208 p. ; : ill. ; 25 cmISBN: 8179922405Subject(s): Customer service -- Management | Customer relations | Personnel managementDDC classification: 658.812 VAN

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Item type	Current library	Home library	Call number	Status	Date due	Barcode	Item holds
English Lending	Villa College QI Campus	Villa College Library	658.812 VAN (Browse shelf(Opens below))	Available		2201
English Lending	Villa College QI Campus	Villa College Library	658.812 VAN (Browse shelf(Opens below))	Available		2206

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Previous	658.812 NAS Deliver outstanding customer service : gain and retain customers and stay ahead of the competition /	658.812 PEP Managing customer relationships : a strategic framework /	658.812 REA Service design for business : A practical guide to optimizing the customer experience /	658.812 VAN Building quality service : with competency-based human resource management /	658.812 VAN Building quality service : with competency-based human resource management /	658.812 WHI Stop selling start helping : and watch how your business grows! /	658.812 ZEI Delivering quality service	Next

Contents include:
1. Quality service dimensions
2. Quality service management
3. Communication in the service interaction
4. Human resource planning
5. Recruitment
6. Selection
7. Induction
8. Staff training: the procedural dimension
9. Staff training: the personal dimension
10. Staff training: the problem solving dimension
11. Competency based training and career development
12. Managing for change: continuous quality improvement
13. Discipline and dismissal
14. Staff turnover
15. Ethics in service.

Includes bibliographical references and index

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