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Leveraging diversity: a customer service strategy
Author(s) -
Wood Stephanie
Publication year - 2005
Publication title -
journal ‐ american water works association
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.466
H-Index - 74
eISSN - 1551-8833
pISSN - 0003-150X
DOI - 10.1002/j.1551-8833.2005.tb10801.x
Subject(s) - diversity (politics) , leverage (statistics) , customer service , business , workforce diversity , workforce , marketing , customer engagement , consolidation (business) , service (business) , public relations , computer science , sociology , economics , political science , world wide web , finance , social media , machine learning , economic growth , anthropology
This article discusses reluctance by some businesses to embrace workforce diversity. The article suggests that the strategy companies should use to gain buy‐in from all employees is to accept and leverage the differences of all employees as being mutually beneficial. Topics discussed include valuing diversity by building a foundation of respect, and the relationship between diversity and superior customer service.