British Telecom shops: Developing Customer Care

Abstract

Describes the “Coaching for Retail Professionals” training aimed at all BT employees. Reports that successful personal development resulted in a six per cent increase in productivity and is now part of the induction programme for every employee. Concludes that the programme is improving internal communication and that “being nice to people not only can be but ought to be profitable”.

Citation

Greenwood, R. (1990), "British Telecom shops: Developing Customer Care", Executive Development, Vol. 3 No. 3. https://doi.org/10.1108/EUM0000000003820