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| Author: | Henkoff, R. |
| Title: | Finding, training, and keeping the best service workers |
| Journal: | Fortune
1994 : OCT 3, VOL. 130:7, p. 52-59 |
| Index terms: | WORKERS TOP MANAGEMENT TRAINING |
| Language: | eng |
| Abstract: | The frontline workers who actually face your customers every day can make your business. They can break it too, despite the best intentions of top management. At a time when service counts more than ever, companies are rediscovering the importance of the people who actually deliver it - the tens of millions of sales clerks, waiters, travel agents, bank tellers, delivery men, telemarketing reps, and theme park attendants who staff the frontlines. |
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