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When Bank of America integrated with FleetBoston Financial Corp. the market analyst predicted doom. Liam McGee, president of BofA consumer and small business division, new that the merger could work. McGee realized that the biggest hurdle for success wasn't gaining the analyst's confidence, but gaining the customer's confidence. McGee felt that with the introduction of Bank of America's culture into the fleet branches, customer satisfaction would increase. Therefore, profits would increase pleasing analysts. The merger's success proved that McGee's assessment was correct.
They couldn't activate their ATM cards. Customer service representatives kept them on hold for up to an hour. And one legal secretary briefly became a millionaire -- before bankers at FleetBoston Financial Corp. realized that $17 million had been erroneously credited to her account.(1)
Liam McGee realized right away the FleetBoston has serious customer service issues. The branches were cumbersome to navigate and customer interaction was minimal.(2) Customer service is the allocation of labor and other resources to increasing the value that buyers receive from their purchases and from the processes leading up to the purchase. With the rising dominance of the service sector in the global economy, customer service has grown in importance, as its impact on individuals, households, firms, and societies has become widespread. (3) McGee instituted several strategic human resource management practices to improve customer service and branch operations.
Recruitment and Selection ? Outstanding service organizations invest more in recruitment than in other area of resource mana ...