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HR Practices that can Impede Customer Service

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The case study:
Identify three human resource practices that can impede customer service employees from delivering high quality service. Describe how you would modify each practice to promote high quality service.

The solution outlines three practices that can negatively impact service and provides suggestions for resolving this potential issue.

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Solution Summary

This solution is over 200 words and provides three examples of human resource practices that could impede the ability of customer service employees to deliver quality service: performance evaluations, policies and compensation. Additionally, this solution provides some recommendations to avoid these problems.

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The human resource (HR) practice of performance evaluations, specific to those in customer service, typically have quantitative criteria such as how quickly a customer phone call and/or personal visit takes in resolving an issue. To measure performance solely based on numerical data when rating an employee's ability to assist customers does not portray a "complete" perspective. Rather, ...

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