According to Newman (2016) everyone within the organization must aim to achieve great customer service for it to be possible, therefore linking employee attitude and satisfaction to excellent service and profitable growth. Though employee attitude proves difficult to measure or control to certain extents, if neglected poor employee attitude and low morale could result in lower productivity and work quality. A positive work environment would result in happier employees, thus positive employee attitude which would reflect on how customers are treated. A positive work environment will also motivate employees to treat customers with the care and extra effort they believe the organization grants them. Proper training and adequate resources to carry …show more content…
Employee attitude affects all stages of service delivery and motivated employees would acknowledge that customer service is more than just being polite and courteous. In addition motivated employees would remain calm and positive when dealing with customer complaints and stressful situations. Employees must be given the opportunity to express their opinions and views on how they believe positive employee attitude and great service can be achieved and sustained. This would establish clear and open communication lines as well as ensure employees feel responsible for excellent service. In turn employees would do the same for customers, which is important in customer service. Clear and honest communication will gain customers trust and lead to more and loyal customers. Quality customer service can only be achieved through the combined efforts of everyone within the organization and therefore it is important to ensure employees understand their role and the importance of keeping a positive attitude. Employee attitude is the result of how they are treated by the organization, so creating a positive respectful environment will lead to automatic benefits for the …show more content…
To achieve customer satisfaction the firm needs to sustain quality service which will lead to increase in profits, improve the organizations image and save costs. All persons within the firm must be engaged in providing customer satisfaction, with management ensuring they provide a customer oriented environment which in turn ensures customer driven services. How a customer perceives service quality and the overall firm is influenced by the interaction with as well as the behaviour and personality of employees. Muniu (2015) states that many firms do major investments in order to improve customer loyalty while neglecting the importance of motivating employees to meet the goals of the firm. In today’s competitive market, motivating employees to offer quality service would result in customer loyalty through customer satisfaction and give the organization a competitive edge. Companies have now realized that though processes and technology may be replicated by other companies, the value brought on by motivated and well trained employees cannot be replicated. Therefore companies have now placed more focus on employee motivation and improvements. Studies show that employee motivation has effects on customer satisfaction, while the work environment affects the motivational levels of employees. Employees satisfied with the efforts made by the
This takes a lot of personal recognition from the employees to make sure no bad mood from an employee is being shown to a customer.
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.
Furthermore, the influences that define morale are intrinsic motivation, job satisfaction, work meaningfulness, organizational commitment and work pride (McKnight, Ahmad & Schroeder, 2001). Many researchers, consider good morale in the workplace is the key to a successful business (Ali, 2015). I believe high morale in the work place is not only key but it is essential to keep a business a float. For instance, Anne Bruce in her book “Building a High Morale in the Work Place” defined morale, “When people love their job and coming to work, there is a strong motivation to succeed in task and projects,” Bruce basically means being happy in your job (Bruce, 2003). When an employee can come to work, with a lot going on in their personal life, make people around them happy, satisfied that is the real definition of high morale. Being more than content with one’s job and will be taken notice by the customers around you. For example, Vision Critical founder Andrew Reid says, “Customers are starting to recognize their nonmonetary value and in return they expect more than a receipt and a thank you” (Reid, 2014). The customers will actually respond to the morale in the work place. Customers will more than likely keep coming back if customer service is
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.
Likewise, the authors looks at the prospect of exactly how employee’s customer orientation predicts customer-rated service performance. The author’s draws on the positive aspects of what a transformational leader should be by illustrating that transformational leaders can successfully simplify service employees’ task requirements by coaching them on how to meet customer needs, which can help to reduce employee’s role of ...
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
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
There are many skills and techniques to learn before a business can have excellent customer service. If you are not putting the customer first and putting all else aside, it will show and slowly you will lose business. Learning how to speak positively, exhibit inviting body language, and listen actively are just a few of the skills that need to be taught to all employees that deal with customers. By providing adequate training and using that knowledge to the best of your ability, you can have the best customer relationships and a loyal following that could open new doors for new customers or even new stores. Giving outstanding customer service is a requirement if you want to keep your business open and prospering.
In this regard, Ahmad et al (2013) states that job satisfaction could result in improved productivity, innovation anddedication to maintaining quality of service given to clients. Employees are more likely tooperate most effectively when their needs are satisfied (Bekele and Darshan, 2011). Theproductivity of employees is likely to increase, which in turn result in effective achievement ofgoals of an organization (Stone & Pattern, 2005 in Bekele &Darshan, 2011). Moreover,satisfied employees are more likely to absent less, stay at work longer, and show less job stress.Arzi&Farahbod (2014) added by saying that satisfied employees are more likely to feel senseof accountability, be committed and stay long in an organization. Job satisfaction leads to goalachievement. It also helps employees tackle obstacles that may be faced while working in anorganization(Goffee & Jones, 2007). Organizations want their employees to become satisfied in order for theemployees to become productive (Sattar, Nawaz & Khan, 2012). Furthermore, job satisfactionimposes much impact on general life of an individual employee. As being happy is the right ofhuman being, employees must be happy. Thus, “highly satisfied worker has better physical andmentalwellbeing” (Chahal, Chahal, Chowdhary, &Chahal, 2013; Rajasekar&Bhuvaneswari,2014; Garg & Kaushik, 2013; Latif, Ahmad, Qasim, Mushtaq, Ferdoos&Naeem, 2013; Singh& Jain, 2013; Naseem, Ejaz&
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
“Excellent customer service is defined as service that treats customers with a friendly attitude and tries to resolve their problem or question as efficiently as possible.” (Reference). Employees also need to realize that providing excellent customer service will provide positive word of mouth recommendations for the business that they work for in the community. A business wants their customers to say that I am coming back to this location because of the customer service that I received from this employee. “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied. -Jerry Fritz”.
Motivation is the force that transforms and uplifts people to be productive and perform in their jobs. Maximizing employee’s motivation is a necessary and vital to successfully accomplish the organization’s targets and objectives. However, this is a considerable challenge to any organizations managers, due to the complexity of motivation and the fact that, there is no ready made solution or an answer to what motivates people to work well (Mullins,2002).
...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.
Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.