- Chief Executive Officers (or Chief Enabling Officers!)
- Heads of Strategic Business Units
- Heads of various contributing departments
- Service/Customer Care Managers
- Other customer service professionals
- HR professionals
- The middle managers
- All the front-line customer contact employees—whatever title they hold
Organisational Schizophrenia, written in the backdrop of quality of customer care, derives its substance from the VOICES of the individual respondents performing different functions at various levels of hierarchy within the respective companies. An individual front-line customer contact employee needs to bring into play all the inter-personal skills, professional competence and the emotional fervour at his/her command. But delivering superior, customer-engaging service consistently, requires an assured back-end support by a company that is highly customer-committed across the organisation. The exploration of the reasons for policy-practice gaps, therefore, ended up in findings that cut across the functional and hierarchical levels. Accordingly, the book has strong relevance for the customer care professionals as much as for many others including the CEO, acting as the chief enabling officer.
- Chairman & Managing Director, Chief Executive Officer, Managing Director and the Heads of Strategic Business Units: members of the top echelons of management whose actions—and inactions—speak far louder than the written words.
- Heads of various departments, Service/Customer Care Managers, other customer service professionals: All those—by whatever title they go—who, as internal service providers revel in empowering their frontline counterparts, by whatever title they hold
- HR professionals: whose responsibilities cut across the functional areas and who are assigned the onerous task of keeping the employees emotionally engaged and enabled to perform well
- The middle managers: who, with, typically, 70 to 80% of the company’s employees reporting to them, are responsible for nurturing the company’s culture right down the line
- All the front-line customer contact employees—whatever title they hold: who are required to fulfil company’s explicit and implicit promises. And the competence, attitude and responsiveness displayed by whom provides the yardstick for the customer to pass a final verdict on the quality of service provided by the company in question