In the video, it discussed many skills necessary in the workplace and advised those who were not good at the skills discussed in the video to work to improve on them. This video tells us that we should know how to properly communicate with our supervisor, co-workers, and clients. There are many reasons we should know how to talk to our supervisor, one being that they are the ones who can fire you at any given time. We, as employees, must understand that it is okay to ask for help or clarification if we do not know/understand the instructions given to us by our supervisor. It is better to ask for help, then try to do something yourself and ending up getting fired for not doing your job correctly. There seems to be a stigma about asking for help, …show more content…
This skill is beneficial for you as an employee since it shows your supervisor that you have great interpersonal skills. You may have to work with a co-worker who you might not like, but you must tolerate them so you can get your work; you must learn to set aside your differences so that you can work with this person. If you work at a place that deals with customers, you will need good people (interpersonal) skills. If a customer is unsatisfied or unhappy, you must be able to calm them down. Typically, you should ask them why they are upset, relay their problem back to them in your own words (to show that you are listening), sympathize with them, and offer a solution. If an employee cannot do this, they are not effectively communicating. Additionally, an employee must be able to keep their emotions in check. If they respond aggressively to an angry customer, nothing will be solved. However, if the employee is courteous and cordial, the customer is more than likely going to respond properly back. Customer service skills come in handy here. An employee must be politely offer help and make a customer feel good about themselves whether they buy something or
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Has great product knowledge. It is very important all our staff have a desire to truly understand the products we sell. This is and should be supported by training but our ideal staff member has the interest to learn.
From the personal experience of an employee, we have gained insight that although Bed Bath and Beyond provides one of the best customer service experiences in retail, improvements can always be made. With regards to training for one-on-one interactions with the customer, Bed Bath and Beyond exceeds many similar retailers’ standards, but no system is perfect. With certain levels of dissatisfied customers occurring on a common basis, we, at Corporate Stock-Efficiency Foundation, believe that a large majority of these unwanted occurrences arise from the inability to deliver a specific product to a customer in a timely manner. We also found that a dated, inefficient system for inventory leads to employee uncertainty, adding
Service wins the game.” As Tony Allesandra states, in order to have+ a successful business, customer service must remain a priority. It is also proven that shoppers are more likely to return to retailers with good customer service over those without. This past summer, my mothers’ best friend was getting married, so my mom and I drove to the mall. Once we had found a parking spot, we both walked towards Banana Republic; I began to walk faster, as if I was being pulled like a magnet, and threw inspiring words back to my mother to pick up her pace. In no time, my mother and I were walking through Banana Republics’ entrance. The greeter said hello and asked us if we were looking for anything in particular. I told the greeter- named Lacey- about my mothers’ issue of not having a dress to wear. Lacey immediately noted my moms’ height and age which would narrow her down her choices, yet she still ended up finding several options that both my mother and I loved. With the help of Lacey, the hardest part of this shopping trip was trying to decide which dresses to put back; my mom ended up wearing lovely textured grey dress that fell just above the knee accompanied with a modest v-shaped neckline. Banana Republic not only made a sell with their superior customer service, but they also gained the trust of my family and free advertisement because my mother now recommends Banana Republic to all her friends. In
The common statement, “The customer is always right” is entirely wrong and this interpersonal situation is a perfect example of that (Kim, 2014). Bre is a customer service representative for a gym facility and is faced with an angry and rude customer and no matter what Bre said, it was not going to make things better for Emily. Emily made it obvious that she was angry by interrupting Bre while she was talking, cursing, clenched shut month when she was not speaking and for assuming that it is the establishments duty to call her and inform her about her account and expired credit card (Richmond, McCroskey, & Hickson,
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
As you can see from the points above it is vital to give good customer
To call customers with a broad knowledge of products, pricing, promotions, policies, and procedures they are selling. To ask appropriate questions and matching the right products with customer needed.
To understand Engstrom’s issues of low morale as well as diminished employee productivity and quality, workplace analysis is fundamental. Using the human behavior perspective, this analysis focuses on existing workplace organizational issues and their root causes. Moreover, the paper discusses the impacts of poorly aligned and administered human behavior theories and concepts on these organizational issues.
You need to show the ability to empathise with customers at their level when dealing with complaints and so remove any feeling that the complaint is annoying or that the customer is silly or stupid for raising the complaint. Strategies for Neutralising a Difficult Situation Some customers with complaints will become angry and abusive. Abusive customers can be verbally threatening, use foul language, be emotionally out of control and, in serious incidents, be physically threatening. In general terms, management experts suggest that the best course of action toward resolving customer conflict is to listen, stay in control, keep emotions at bay and use positive language.
In summary, as a customer representative, I have been in unpleasant situations that have required me to calm irate customers. I’ve discovered first hand, that an apology is worth a thousand words; from experience, I understand the impact of being a great listener, especially when dealing with irate customers. However, we know that providing great customer service doesn’t end with apologizing, or being a tentative listener. It is our duty as CSR’s to go above and beyond providing customer satisfaction. We must show our customers that we value and appreciate their services, by providing them with the value of service they will appreciate. In the process we will gain loyal customers, prevent customer defections and generate free advertising by word-of mouth.
The video about women janitors in the workplace highlighted on a major issue that occurs far too often which is sexual abuse in the work place. It is clear to see that in this industry which has approximately 2 million workers, and many undocumented, there is lot of underground crimes being committed. It clearly shows that many people in this profession are afraid and unaware of their rights, even if they are undocumented workers. In today’s society janitors are considered invisible and left out of the normal culture of the company. Oftentimes the janitors working at the facility are contractors with a different company.
Interpersonal Skills involve immaculate personal presentation, outstanding communication skills, initiative in social interactions and good teamwork skills. These skills can be honed through team and individual sports, public speaking, acting and debating.
Communication is one of the most important factors in our lives. It dictates the relationships formed with the individuals in personal and professional lives. Effective communication provides a foundation for trust and respect to grow. It also helps better understand a person and the context of the conversation. Individuals often believe that their communication skills are much better than what they actually are. Communication appears effortless; however, much of what two people discuss gets misunderstood, thus leading to conflicts and distress. To communicate effectively, one must understand the emotion behind the information being said. Knowing how to communicate effectively can improve relationships one has at home, work and in social affairs. Understanding communication skills such as; listening, non-verbal communication and managing stress can help better the relationships one has with others.
Don't assume that employees understand your desires with regards to welcome customers, noting the telephone, and dealing with customer complaints. Be particular by the way you anticipate that they will treat the general population who work with you and screen them until you're certain they have it right. Search for approaches to give your employees a measure of self-rule to take care of customer complaints or issues on the spot without always having to seek you out for