FHRD stresses people management, training

Excellent customer service should be underpinned with excellence in people management and training. This was the message the Foundation for Human Resources Development (FHRD) delivered at the 'Customer Service - A Strategic Initiative' conference, organised by CSQM International Ltd last month.

There were a number of prominent guest speakers at this one-day conference, taking the theme from different points of view. The FHRD, represented by Maria Pia Chircop, CEO, took an HR perspective.

Ms Chircop said the transaction of giving or receiving a service or a product is done by people who bring with them feelings, emotions, attitudes and behaviour that can have a positive or negative impact on such an action.

However, the responsibility of such a transaction does not fall totally on the front liners of an organisation. Excellence in customer service should start first within the organisation and at all levels where people should adopt the same standards as for their external customer.

The way people are managed, trained and developed is crucial for customer service, as this reflects on the external customer. Organisations require effective leadership, where all those responsible for people need to know and manage themselves before managing others.