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The inclination to complain about a customer happens to all of us from time to time. After a customer irritates us in some way and eventually walks away or hangs up the phone, we immediately look for a nearby co-worker so we can share our negative experiences. “Hey Bob. You won’t believe this jerk that was just on the phone…” It becomes a bonding experience for co-workers, but unfortunately it alienates the customer. And when a frontline worker sees a manager dismissing a customer as “stupid” or an “idiot” it becomes clear to them that it’s okay to classify customers. Some customers are good and some are just plain dumb. They then feel that they have the ability to determine which customers are worth their time and which ones are not. This can be a very destructive culture for a business. So as a manager, you can’t allow your employees to see you disrespect a customer in any way. As I have already mentioned customers can be wrong – and yes, sometimes even dumb. But that’s not our concern – at least not in this article. It’s your job as a manager to keep your employees focused on finding new ways to keep customers happy and to look for problem areas that upset customers so you can prevent problems in the future. It’s no secret that you and your employees are going to have problem customers, but it’s your responsibility to keep your employees focused on the fact that they have a job for one and only one reason – to serve the customer. Without customers, no one has a job. Keep employees focused on what’s important. The good news is that YOU are the one who decides what’s important.
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More Articles:1. Mission and Vision Statements - Foundational to Successful Change Successful leaders and organizations are vision driven rather than problem driven. Some management tools fail to affect any change; but here is one that will, if properly implemented.Mission and Vision Statements have been crafted by organizations for years. The attention to mission and vision is warranted, as studies indicate that organizations that have Mission and Vision Statements quite simply outperform those that do not.Here are a few varied snapshots from the e-book Mission and Vision Sta… Bathroom Towel Holders 2. Management of Growth - Just Stick to Your Rules By Hans Bool Your company cannot without growth. And to make this growth possible you need various types of resources of which the human resources are the most important. They determine the way in which the other types of resources like systems and infrastructure are managed. Together they constitute this unique building that is your own company and not the one of the competition.When preparing for this growth, you are offered a myriad number of solutions, methods, intermediary products, advices, etc, to s… 3. Solving the Problem Solving Problem By Kevin Eikenberry The meeting started like a hundred others before. There were five people sitting around the conference table, like they always did, trying to solve a problem that had popped up in the last few weeks. If you could watch and listen from another room you wouldn’t find major arguments or conflicts. These people had worked together before and from all outward appearances were pretty effective as a team.After nearly an hour though, they seemed at a stalemate. People had begun to describe possible… 4. Attacked in the Jungle! 'Tak kenak! Tak kenak!' 'Adak Orang sanak!…………'The quiet jungle has suddenly become noisy with intruders. Strange voices and shouting seemed to appear all around us. They were definitely foreign. We were being attacked! We had been expecting an attack, but we did not expect it so soon. We did everything possible to protect ourselves, but the only cover we had were some bushes, tree trunks, leaves and the natural foliage. If we protect ourselves from the front, we could not cover our backs. Such … |
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