title: HR customer service--FedEx.com or BUST!
abstract: As the "customers" of the benefits department, employees, beneficiaries and retirees deserve best practice service delivery. This article describes a benefits administration operating model that can deliver high levels of customer service by furnishing accurate, consistent and timely information. Performance measurement is a key element in this type of customer satisfaction, particularly when outsourcing vendors are involved in the provision of benefits.
authors.forename: H M
authors.initials: HM
authors.lastname: Gerver
mesh_terms: D019985:Benchmarking; D003258:Consumer Behavior; D006801:Humans; D020407:Internet; D017146:Models, Organizational; D020416:Outsourced Services; D010559:Personnel Management / Q000592:standards*; D014481:United States