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Concept of employee engagement
Service quality and customer satisfaction
Concept of employee engagement
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Recommended: Concept of employee engagement
Employee engagement and communication in the work place leads to happy customers, more productive employees, a higher retention rate, and an overall increase in work place quality. A work place where employees actually want to work is very productive, and creates an enthusiastic environment which not only appeals to employees but to the customers as well. All of these aspects of business will lead to a successful, profitable business.
The greater amount of employee engagement within a business will ultimately lead to happy customer and will positively affect the number of relationships a business successfully has with their customers. Positive customer engagement such as service and sales is what makes customers want to come back time and
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As stated in Forbes.com, an employee’s customer service productivity is very closely related to their customer employment scores. This means that the better customer service that is provided, the happier the customer, and the more likely for the customer to return. Customer service could simply be answering a customer’s questions or helping them find a product. As former Campbell’s Soup CEO, Doug Conant, once said, “To win in the marketplace you must first win in the workplace. Employee engagement is the key to activating a high performing workforce" (Kruse, What is Employee …show more content…
This is what creates productive employees. Studies have shown that employees are most productive, and have an increased of work when employees are happy with their jobs. An unnamed company as explained in Forbes.com, decreased quality errors from 5,658 parts per million to 52 parts per million when employees were engaged in communication and cared about their jobs (Kruse, Why employee engagement). This will in the long run save a business millions of dollars. It is very easy to tell when an employee likes their jobs. They tend to me happier and more helpful at work. These kind of employees can also bring back customers time and time
Workers feeling, which includes competitive compensation and reward strategies, professional growth and development, career paths and succession plans and the organizations leadership and culture are contributing factors of employee engagement
Creating a friendly and successful workplace environment ensures employee and customer satisfaction and leads to the company’s efficiency and profitability. Positive organizational environment can be reached through retaining and motivating people based on open communication, proactive leadership, appropriate behavior patterns in line with the mission, vision and values of the organization and work- life flexibility.
Job satisfaction is an important issue to address within a work force because it ensures that the employees’ care and value is considered. If the company puts effort into making their employees happy with their work, then this will produce positive outcomes. This includes having more people wanting to work for the company, the employees will want to stay longer, increased productivity and the company will gain an exceptional reputation. When employee satisfaction is not addressed, the ...
Rich, B., Lepine, J., & Crawford, E. (2010). Job engagement: Antecedents and effects on job performance. Academy Of Management Journal, 53(3), 617-635. Retrieved from EBSCOhost.
SHRM Foundation Executive Briefing (2012). Employee Engagement: Your Competitive Advantage. Retrieved December 4, 2013, from http://www.shrm.org/about/foundation/products/Documents/Engagement%20Briefing-FINAL.pdf
To be satisfied with one’s job, they must have optimistic feelings surrounding the job they are in, along with the physiognomies associated with it (Kroeger, Thuesen, Rutledge, 2002, p. 83). Not every single part of a job is always desirable, however, if the majority of responsibilities adequately challenge and stimulate, the job will, more often than not, satisfy the employee (Robbins, Judge, 2009, p. 84).
When your employees feel the interest and create an excellent working environment, this increases the level of work of employees and thus
There have been several studies proving this, including a number of studies conducted by Gallup but one that shows very impressive results is a global survey of 664,000 employees from 50 different companies which was conducted by Towers Perrins-ISR in YYYY. They found out that there is a gap of 52 per cent in operating income for employees between companies with a high engagement and a low engagement score. [Add more information on this survey]. Since an organisation can largely affect their employees’ level of engagement and since it correlates with performance, the measurement and analysis of the drivers of employee engagement are an important business tool. The third fact we know about employee engagement is that it widely varies.
A great work environment is essential to employee morale. When there is low morale there is a lapse in productivity. The main objective of business is higher productivity which equates to higher profits.
Throughout my career, I gained extensive knowledge and experience in customer service. I have always focused on exceeding exceptions related to customer service and supporting our internal and/or external customers. I always ensured understanding from the customer viewpoint to identify, understand, and anticipate customer needs. I have interacted with other organizations in the IT group to provide proactive solutions to the business and deliver quality, timely, transparent, and personable communication and support. While serving as a project lead and a developer in different organization I have demonstrated a commitment to quality and strive to deliver the best possible results.
The study of employee engagement has been a steady increase over the last ten years, due to the fact that employee engagement has a significant factor in an organization 's success and competitive advantages (Saks & Gurman, 2014). Employee engagement is defined as employees who are engaged “for the best interest of the organization, and it is associated with meaningfulness, safety, and ability” (Abu-Shamaa, Al-Rabayah & Khasawneh 2015). This results in employees being dedicated, focus and willing to do what it takes to get the tasks done. Similarly, having the effectiveness of value and pride towards their work. In contrast, employee burnout is the opposite of employee engagement. Burnout is a “syndrome of weariness with work
Employee engagement, a term devised by Gallup research group, is viewed as an important management tool for any company who wants to be an effective and productive organization. Researches have shown that employee can contribute positively to the organization vision and goal when a company engage them effectively. The employee will also feel more passionate about their work and have a sense of belonging.
Here are some figures that display how Employee engagement practices have bolstered up the efficiency and productivity of the employees and in return have augmented the profits of the companies. According to a new meta-analysis that was conducted by the Gallup organisation amongst 1.4 million employees, the organisations that focus on employee engagement practices to a large extent have reported 22% increase in productivity. These practices even impr...
...s in the corporate world by setting new standards to promote and better satisfy their employees. We chose four leading companies in four different industries. The above analysis definitely reveals that perhaps one of the reasons why these companies are the leaders in their industry is because they are well aware of the importance of the work force. They mention in their mission statements as well that yes in deed customers are important but in order to make the customer happy they first need to motivate and satisfy the employee as well. According to Citibank, the general belief is that a happy worker is a motivated and loyal one. So keeping employees' spirits high is a sure-fire way of maintaining a productive workforce. A productive work force would ultimately lead to a healthy organization which would not only promote the society its working for but also itself.
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.