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It is important for any company to include the customer’s needs in the development of the job descriptions and job specifications. It is especially essential for a customer service based company. For a company that wants to address customer service and the act of providing the best customer service it is especially important to look at the customer’s needs since they are key. A company that focuses on customer service are also concerned about customer retention. It is important to indentify and eliminate customer service issues. In order to address the customer’s needs the company needs to understand that HR must write new job descriptions whenever new policies and procedures are put in place. Analyzing jobs involves determining in detail what the job entails and what kind of people the firm should hire for the job. It is important to understand the customer and involve them in the job descriptions and job specifications to get a clear understanding of what they are expecting and if you have an issue you need to address.
The constraint that I see when involving the customers is the degree to which you use them to help with the development. For any business there are many factors that lead to the development of job descriptions and job specifications and it is important to balance the involvement. Also the company will need to understand the positions and roles of the employees before using customer involvement in order to determine if it will be overall successful for the job specifications.
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