File:Bell telephone magazine (1922) (14570200927).jpg

Identifier: belltelephonemag19amerrich (find matches)
Title: Bell telephone magazine
Year: 1922 (1920s)
Authors: American Telephone and Telegraph Company American Telephone and Telegraph Company. Information Dept
Subjects: Telephone
Publisher: (New York, American Telephone and Telegraph Co., etc.)
Contributing Library: Prelinger Library
Digitizing Sponsor: Internet Archive

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ve and indis-criminate use of judgment in all situ-ations which might arise. Obviously, however, it cannot be limited by nu-merous restrictions without destroy-ing the employee initiative and spon-taneous action which are so necessaryto its accomplishment. It can onlybe obtained by first developing ineach employee a thorough under-standing of the aims and objectives ofthe business. Since each employee has the sin-cere desire to give such a service, hisor her own judgment—in the light ofthat understanding—will then estab-lish its own restrictions, suggest theoccasions and opportunities, tell whento act, and how far to go. Some em-ployees will visualize and understandthe objectives more quickly than oth-ers. Not all will detect the same pos-sibilities. But each will discover themeans of expressing his or her ownpersonality in the rendering of a morefriendly and personal service. All of the Bell System Companieshave been and are now conducting I i9^0 Toward a More Pleasing Service 89
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Spotlight on Pleasing Service A friendly, interested attitude is demon-strated by (top to bottom) a repair serviceclerk, a supervisor and operator, an in-staller, and a business office representative well planned programs for attainingthe desired results. And throughoutthis effort one fact has been apparent—that leadership by executive man-agement in this approach is of pri-mary importance. Pleasing servicewill not just happen, any more thanwill high-grade technical results beattained, unless employees have a1 clear understanding of the objectivesand how to reach them. The acquainting of employees inall departments with a fundamentalknowledge of Company aims and pol-icies constitutes one of the more im-portant activities. The better an em- ployee understands his Company, thebetter he or she will be able to repre-sent it to the public. The subjectscovered in this educational programinclude Company organization, fi-nances, working conditions, methods,practices, problems, service, oper

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