The implications of customer service initiatives for human resources professionals

Outlines the benefits to the organization of enhancing customer service with the support of human resources specialists, who can play an important role in developing and reinforcing a customer service ethic. Increasingly, human resource specialists take on the role of internal consultants who provide guidance and facilitate the design and implementation of a customer services programme. Illustrates this with a case study of the Birmingham Midshires Building Society, where the HR function has played a major role in re‐creating the society as a customer focused business.