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Theme : service_economy
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Demos | Publications | The Journey to the Interface
'First Direct, judged to be the number one bank in terms of customer service, explicitly hires ‘empathetic people’ – and interestingly, many former nurses and teachers can be found on the payroll. John Lewis Partnership speaks of the importance of recruiting partners who
are experts – but as Patrick Lewis, their supply chain manager pointed out, ‘we need to be careful that people are experts in
customers not products’. They recruit predominantly on attitude rather than experience'
from : duncanoleary
18th August 2006
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Journey to the Interface (pdf): Recruiting for empathy
'First Direct, judged to be the number one bank in terms of customer service, explicitly hires ‘empathetic people’ – and interestingly, many former nurses and teachers can be found on the payroll. John Lewis Partnership speaks of the importance of recruiting partners who
are experts – but as Patrick Lewis, their supply chain manager pointed out, ‘we need to be careful that people are experts in
customers not products’. They recruit predominantly on attitude rather than experience
from : duncanoleary
18th August 2006
