The Genesis of Good Customer Relations:
The Customer Service Representatives (CSR’s) are critical stakeholders in the life of the firm. They are the breath of fresh-air that keeps the heart of the firm pumping. They interface on a daily bases with the final consumer: who is the blood supply that flows through the vanes of firms that sustains the continuity of businesses at the most practical level. However, before the customer service representatives can harness the tremendous potential they have to influence positive relationships among the customer, that fuels the healthy growth of businesses, they must be trained at a level that goes beyond the intricacies of academics principles. They must be allowed the exposure that enables them to understand their deeper sense of self (DSS) that must be strategically alignments to the job experience, the individual and collective aspirations of the team and the comprehensive vision of the firm. This strategic approach to the customer relation challenge will significantly help to reduce absenteeism and heavy labour / staff turn-over. It will set the stage that fosters the sustainable and healthy growth of the human capital to function better within industries that will ultimately have desirable impact on the competitiveness of the firm and social growth and economic progress.
Good Customer Relations Begins With The Committed Workforce:
The human capital within the firm that functions as (CSRs), will ultimately determine the quality of service that the final consumer gets. Research conducted by Corporate Advocates Inc and The Business Campus has shown that when the first customer, which is the internal labour force, is aligned to the work experience based on their deeper sense of self (D.S.S) and are motivated at every level of the firm they are more committed to achieving the strategic vision of that firm. These facts are not to be taken lightly because an unstable workforce will adversely affect the strategic business plans and vision of the firm. So before we evaluate the level of competence that is essential for Customer Service Representative to be able to effectively function as (CSR’s) with the aim of influencing positive public response to the firm’s activities, let us examine the manager in his role and how he can better inspire CSRs.
The manager that interfaces with the team of customer service representatives must be intricately exposed to practical training that lays the platform for him / her to assume the role as a great motivator and leader. In this role as motivator / leader it is completely necessary to value and see CSRs for what they really are. The counter attendant in the pharmaceutical company or the floor girl at the supermarket holds equal status as the bank teller or the insurance agent in respect to the impact that company owners and managers are desirous of them having on the final consumer. For CSRs to experience reaching this high level of competence and importance in the work place they must be trained at the practical level as competent communicators, competent leaders and skilled motivators.
Assuming that CSRs reach this level of competence in the work place in alignment with their deeper sense of self (D.S.S) the last thing that the business owner / manager wants to worry or think about is dealing with the issues of absenteeism and rapid staff turn-over or losing their competent people to their competitors due to better paying job, fringe benefits, job satisfaction and more opportunity to climb the corporate ladder. It is important for the manager to understand the personality types that they are attracting to the firm and also understand those who are functioning within the firm at a deeper level and be aware of the essential stimulus on the human capital at individually and collectively. The stimulus must take into consideration those essential factors such as Financial and Non-Financial Reward Systems that will be further explain. To be continued. For more information contact the office of Corporate Advocates Inc at email: advocates92@gmail.com.