The situation explanation stated above is a thorough description of the symptoms the organization is experiencing. All symptoms are a direct consequence of poor leadership in management. Below I will explain how each symptom is related to the diagnosis of poor management. Management of the athletic club is focused on the bottom line. Meaning, management is focused on gaining new memberships, while forgetting to focus on current members and customer service. Three aspects of customer service which are being compromised are communication, employee attitudes, and system functionality.
Many of the issues and reasons for these issues are due to management failing to make customer service a priority. Instead, meeting the “bottom line” has taken priority. Benson(2016) suggests that while many organization are extremely concerned with the
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Suk Bong et al. (2015) found that leaders directly influence their followers’ perceptions of organizational responsibility. The results of their study indicate that ethical leadership was strongly associated with followers’ rating of corporate social responsibility. Their study also brought to light that employee 's perception of work climate, affects their attitudes toward corporate social responsibility. Meaning that is the athletic club employees had a positive outlook on work climate, they would have positive attitudes around corporate social responsibility, or their tasks and behaviors in the workplace. The Third aspect of customer service which needs improvement is system functionality. The athletic club offers members a beautiful facility. However, just as the club has been in operation for many years so has many of its accommodations. Current management of the club in aware that certain areas of the club need to be updated. Often the old equipment which need to be replaced, is broken and needs to be repaired. The equipment is not repaired in a timely manner, inconveniencing club
When I was on a post surgical floor I witnessed a scenario where leadership was ineffective. It involved an RN and the nurse manager for the floor who was responsible for assigning the patients to nurses. The nurse manager on this floor usually only had one or two patients and spent most of their time dealing with any problems that arose on the floor. One RN was very upset with her patient load and said it was unfair and wanted to have at least one less patient as she said all 5 of her patients were going to be a lot of work. The nurse manager dismissed the RN and said there were care aides on floor to help so she would be fine and told her to get to work. The leadership issues here were a lack of communication
Satisfying and pleasing customers have become something of a corporate obsession. Customer is served in the best, effective and most efficient manner and this practice has become critical.
The manager of baggage claims was attending his presentation and provided him with some insight on why he received the bad service during baggage claim. The manager tells him that he was forced to schedule less workers to make budget for the end of the month, which is a problem that most managers face today. Sasser believes that because there is no research being conducted on how the company is effected economically when they lose their loyal customers or the customers who have the potential to be loyal then they tend to make customer care or improvements to customer care a lower priority. If managers start considering the breakeven point they have to reach before customers actually start being profitable then they would increase their measures to improve their customer care to keep customers loyal to their business longer. Good customer service can take the slack off of a bad product. In an article Tabitha Naylor says “you see, if you have good customer service, people naturally assume you have good products” (Naylor,
Elijah is a prophet of Yahweh, Whom ministry is started with dramatic surprise to the local people and the nation. He announce drought that there will not be either rain or dew in the nation except by his word (1Kings 17:1). Elijah’s ministry again followed by another victory on mountain of Carmel in revenging the power that claims to be mighty. We see different pictures of Elijah in 1Kings 17-19. In Chapter 17 we see Elijah who is talking as powerful decision maker. In Chapter 18, we see Elijah who is victorious over his rivals, and confront with the King (1kings 18:17-19). In Chapter 19 we see a disheartened Elijah who seems forgotten his late victory over the prophets of Baal. Finally in this text (19:1-4) we see the fallen Elijah, fallen mighty saint who is begging for death and Elijah who was retiring from his long-term service as prophet of Yahweh (1kings 19:15-18). Lives of all the actors of this text may loudly speak to the Oromo people who have fled persecution of dictatorial regime and suffered selfish character of some of their own leader who led the liberating institution.
During the past several years global companies, like Whirlpool Corporation, have gained global awareness of the complex and evolving legal, ethical, and social expectations of their stakeholders. While many companies have started to tackle these new set of requirements by modifying their mission statements, business policies, and workplace practices, leadership companies continue to wrestle with the challenge of integrating these three vital topics into their overall business operation. Companies that successfully integrate plans to incorporate the legal, ethical and corporate social responsibility concerns within all areas of their business stand to gain financial and social benefits through the identification of new business opportunities, the strengthening of their brands and corporate reputation, the attraction and retention of top employees, and the recognition as a trusted partner (Integrating CSR: New Risks, New Rewards, 2004).
Heisterberg and Verma (2014) state “Exceptional customer service must be the backbone of businesses in today’s tough climate” (p. 119). Apple clearly understands this principle. In Apple’s 2014 Annual Report’s Business Strategy declaration, Apple states its position on customer
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
In the author’s experience, arrogance is the most damaging trait that a person in a leadership role can possess. Arrogance is the product of an ego that is out of control; however, the ego can be restrained when the will and desire exist to do so. The will and desire to control the ego and express humility must be a lifelong endeavor for those with large egos, lest they revert to their negative ways.
Leader should have the shared responsibility and collaborative quality. For example, instead of making the strategy alone, he will gather the idea of all brilliant workers to increase the productivity of the organisation.
A leader sets the tone for those they supervise. Having a weak or ineffective leadership style turns what could be a productive organization into one that lacks direction, is chaotic, and fails to live up to its potential. Incompetent central leadership can also cause a power struggle amongst the other remaining team members. Groups seek leadership; when leaders fail to use their powers others will maneuver to use the power left in the void. This can lead to a power-struggle and backstabbing (Morgan, 2007).
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Organizations have leaders who are effective and ineffective. Many of us want to be leaders but, do we have what it takes to be effective or are we going to be ineffective. Leaders are people who build their organization and employees up. Ineffective leaders are those who only care about getting a check. This paper will discuss effective and ineffective leaders. The effective and ineffective leaders I have had the pleasure to work with.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.