JC Penney Financial Services: at your service.(Case Studies: Change Management at Work): An article from: Chief Executive (U.S.)
Book Details
PublisherChief Executive Publishing
ISBN / ASINB00093LMFU
ISBN-13978B00093LMF2
MarketplaceIndia 🇮🇳
Description
This digital document is an article from Chief Executive (U.S.), published by Chief Executive Publishing on May 1, 1995. The length of the article is 791 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
From the supplier: The credit department of JCPenney Financial Services underwent a change process to further improve its customer service. Its ability to handle customer complaints and inquiries is crucial to the whole organization of JCPenney because it is the primary contact point for most of the retailer's customers. With the help of Andersen Consulting, the credit department was able to improve the efficiency of its customer-service representatives. Policies, procedures and service levels were standardized for all branches across the nation. Company education was sufficiently improved and new reference materials as well as proficiency standards were introduced to help employees become more empowered. Employees are now simultaneously trained in their soft skills and technical know-how. As a result of the change effort, the customer service at the division is now significantly improved.
Citation Details
Title: JC Penney Financial Services: at your service.(Case Studies: Change Management at Work)
Publication:Chief Executive (U.S.) (Magazine/Journal)
Date: May 1, 1995
Publisher: Chief Executive Publishing
Issue: n103 Page: pS14(2)
Distributed by Thomson Gale
From the supplier: The credit department of JCPenney Financial Services underwent a change process to further improve its customer service. Its ability to handle customer complaints and inquiries is crucial to the whole organization of JCPenney because it is the primary contact point for most of the retailer's customers. With the help of Andersen Consulting, the credit department was able to improve the efficiency of its customer-service representatives. Policies, procedures and service levels were standardized for all branches across the nation. Company education was sufficiently improved and new reference materials as well as proficiency standards were introduced to help employees become more empowered. Employees are now simultaneously trained in their soft skills and technical know-how. As a result of the change effort, the customer service at the division is now significantly improved.
Citation Details
Title: JC Penney Financial Services: at your service.(Case Studies: Change Management at Work)
Publication:Chief Executive (U.S.) (Magazine/Journal)
Date: May 1, 1995
Publisher: Chief Executive Publishing
Issue: n103 Page: pS14(2)
Distributed by Thomson Gale
