Customer Service Case Analysis

Customer service is one of the best ways to differentiate your company from others in the marketplace. Consumers desire a flawless experience where their questions are answered, their needs are met, and their opinions are heard. If companies don’t deliver, they risk losing their customers to competitors. Research shows that “a poor customer service experience has motivated 62% of global consumers to avoid a brand or organization.” People dislike customer service lines with long wait times and giving businesses feedback that is never implemented. It’s time to improve your brand’s customer service.

Employees will become bored and lose motivation if they are never given an opportunity to expand their skills and responsibilities. The employer needs to spend time, money, and energy on programs, processes, and factors that will have a positive impact on employee satisfaction. Effective communication is important to let the employee know what’s current situation of the organization and is correlated with low employee turnover or intention to leave, while ineffective communication is the reverse. The employer should maintain an open door policy, and encourage staff to approach them to ask questions, share ideas, and feels strong bonds of trust, they will share issues openly. If employer failing to provide opportunities for growth and development than risk employees feeling like they aren’t making progress as professionals, which leads to dissatisfaction and burnout.

This trend is detrimental. According to Kim (2006), the influences managers have in determining the behavior exhibited by their employees often define whether their firms are headed for failure or success. In most cases, moti... ... middle of paper ... ...vation of their employees. All the theories brought forth regarding employee motivation rotate on the need to make sure that employees are fully satisfied by offering both monetary and non-monetary incentives such as training, promotion and a safe working environment. It is often difficult for employees to devote themselves and engage fully in teamwork activities whenever their leaders favor some of their counterparts while showing bias against others.

Customer dissatisfaction is highly dangerous for the existence and prosperity of any given business as it may make the business to collapse so easily. It is upon this concept that the company operates with a view to ensuring that all customer related misunderstandings are dealt with swiftly and compassionately so that clients do not feel neglected or misunderstood. Complaint resolution, as hard as it is, is a very delicate interaction between the client and the company agents. This means that it should be handled carefully by taking into account the key requirements that it deserves. The requirements for complaint resolution are many and generic.

Because if HR Manager is not satisfied with his own duties and does not value his work. There is no use of placing him on this position. As the customer satisfaction is important for company’s success, similarly, employee satisfaction with his work will lead to the honesty and loyalty at workplace in a long run.

If a boss does not recognize this and take action against the employee who shuns his responsibility, it can create animosity in the workplace, and diminish the respect of his loyal employees. There are certain guidelines and standards that each employee should be aware of, and expected to follow. This is what is normally used to measure a person’s job performance. When not living up to these qualifications, an employee may a gentle reminder of his failure to comply. If held accountable for unacceptable behaviors, it will often turn this performance around.

In order to be a successful manager it is important to avoid these common mistakes. A common mistake among mangers is that they try to get everything done alone. Managers try to always act perfect and want things accomplished their way. Managers will try to do every task themselves. Instead, managers should be focused on training, guiding, and explaining tasks to employees.

Being in a position of management, it is your responsibility to ensure that your team of associates are well informed on what they need to accomplish. With poor communication, there may be a lack of understanding of what is expected. This creates a domino effect in which every step down the way is performed. Beyond the consistency of strong work production, the morale in the workplace may be affected. It can be disheartening to an individual to put so much effort into what they are being paid to do just to find out that because of poor communication their work may have all been for nothing.

A very important part of operating a successful organization is ensuring that the employees are effectively trained. Employees that aren’t properly trained, especially in a service organization, can have a negative effect on the customers’ experience. It pays off for employers to spend the time and money on training their employees. In the article titled Importance of Employee Training: 6 Reasons Why It Saves You Money, the author, Brian Benton, says “Employees who feel inadequate, underachieving, or unsupported are unhappy. They aren’t satisfied in their work, which will cause them to underperform, make mistakes, and not care about their work product.

Teamwork is an important feature that should be offered by both employers and personnel. In current work surroundings, the concept of working together for getting an assignment done is as nonexistent as co­ workers becoming acquainted away from the workplace. When a person is faced with peers on the job that don't want to function, she or he ends up having to do give you results that others fail to full or launch an task over because someone did not do it right. It can be stressful and absolutely worthless because not only does the department function ethics look poor on the employees, however to the organization as well. There are specific characteristics to recollect if knowing the values of group work.