Sir, – Conor Pope’s excellent article on customer service concludes with, “are the right behaviours encouraged, recognised and rewarded?” (Pricewatch, “The best and worst customer service from the public sector”, June 19th). Could I just add that each new employee must receive a written job description, and proper training?
It is also important that the employee has an annual appraisal at which any problems can be discussed and dealt with by more training or change of responsibilities. Where the employee has done particularly well, there may be a case for some form of reward such as promotion or an increase in salary. – Yours, etc,
MIKE CORMACK,
Blackrock,
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