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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. Project management best practices As both an active project manager and a project management trainer, people often ask me what are the fundamental aspects to successful project management. Whilst there have been many great books written on the subject, I always summarise what I believe to be the best practices at the heart of good project management. Define the scope and objectives For any project to be successful you need to understand what the project is supposed to achieve. Suppose your boss asks you to organise a campaign t… 2. Executive ESP: A Pathway to Success! By Jeremiah P. Huck We all have psychic abilities that we use daily, although most of us don't even realize that. The full study of this issue would take many books, and years of experience to grasp all the factors. Since we can't do that here, we can still focus on applying these skills to making informed business decisions. Those of us making constant business choices, effecting staff, ethics , health, and the botton line ,need all the data we can get our hands on. So these tidbits are designed to help you use … 3. Six Tips for Confronting Negative Behaviors By Guy Harris It is a fact of organizational life – negative, unacceptable behaviors will happen. When they do, the leader must address them.I normally emphasize the benefits of encouraging positive, productive behaviors over punishing negative ones. However, my clients and seminar participants often ask questions like:- “What about team members who don’t want to play nice?” or- “What if I can’t find anything positive to reinforce?”The short answer is this: “Confront negative behaviors early and decisive… 4. What One Thing? By Paul Lemberg A few weeks ago I asked my readers what the most important issue was in their business. Hundreds responded with a variety of answers, but one of the most common was, "How do I get everything that needs doing done?" Happily, I have an answer for this question, but like many things in life, it carries both good news and bad news. The good news is, if you are one of those fortunate few with access to unlimited resources, you can get everything done. But that's really the bad news, isn't it. B… |
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