Question

1. Describe an organization’s reasonable approach for handling upset customers respectfully and in a manner that results in the customers’ long-term commitment to an organization?
2. Explain how the manager enable workers to reach customer service goals in their own way as long as their methods aren't harmful to the company.
3. Describe what a manager should do if an employee is not meeting the organization’s customer service goals?
4. Explain how a manager knows whether employees have sufficient motivation, training, and resources to reach the organization’s customer service goals?
5. Describe an approach for determining the reason (see 4 above) and administering a correction?

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Answer 1

The most important thing to do with upset customers is to give a quick solution to their problem, which should be the primary thing to be done by Organizations. Secondly, the employees should be well trained to empathise with the customers, and willing to give their time and emotions in connecting with customers' concerns. Thirdly, to make sure the customer remains attached to the organization long term, even after the hiccups and problems, the organization should offer some additional services and benefits to its customers , to make them feel special.

Every worker has a different way of handling the customers. Workers can only be trained on how to empathise and sympathise with customers, and provide them with timely support and solutions, however it's the responsibility of Managers to identify the strengths and weaknesses of each worker, sit with them, give them feedback and finish them on what they are good at. If a manager can help the workers with proper motivation, guidance, training and resources then workers can definitely achieve customer service goals in their own improved style. The regular one on one discussions between manager and the worker also helps in this cause.

However, if an employee is not meeting the Organization's customer service goals, then initially the manager should discuss directly with the worker, and see if the worker is going through any personal issues which are impacting the work, or any workplace issue which might be impacting the performance. Also the worker should be given some extra training and time off to relax on both emotional and mental level and start fresh. Taking regular feedback from the customers about service provided by workers, also helps in evaluating the points lacking in employees performance.

Moreover, this is the best way of knowing if an employee is performing at his peak or not. If an employee is regularly getting good customer satisfaction ratings then it reflects the motivation and hunger to perform.