The Customer Service Representatives must be trained well enough to understand the behavioural determinants of demands and economical determinants of demands of people to the extent that they can be considered the firm’s cultural anthropologist and social psychologist. They must be genuinely empowered to understand the customer beyond their surface needs. They need to understand the customer at the level of Life-style, at the level of culture and at the level of social class, groups and reference groups. The customer service representatives are those who interface with the firm’s customers. They are the ones who have to deal with the mix moods and attitudes of the final consumers. They are the ones who are charge with the responsibility to influence positive outcomes in the customer shopping experience and the firm’s strategic business plans.

To make this view more viable I must ask a few questions. Does your firm has or even considers instituting strategic plans to enrich the lives of its employees through job promotion. Do you even consider issues like Job Rotation, Job Enrichment, Job Enlargement or quality circle that can significantly boost the morals of employees and enhance their efficiencies in their work related experience?

The issue of job promotion and efforts to enrich the lives of employee, particularly junior level employees, should not only bear relevance to board room discussions when the firm is seeking to open a new branch or expand its operation. It should be standard company policy to create enabling environments where its think tankers, in human resource management and other relevant departments can aspire after innovative ways to retain a high level of staff moral, which can have dual purposes of that of reducing absenteeism and the high level of labor turnover.

The importance of developing and implementing specialize training programs or contracting the right body of trainers to enhance the communication and leadership skills    of CSR’s in alignment with their personality types, passion and the experience that the job situation most likely will bring, must never be taken for granted. They can be exposed to the right level of quality training to be able to continuously lay positive impressions on the minds of the firm’s customer, regardless of people’s life-style, culture and social class. And they should be trained in areas of communication, marketing and management and other relevant areas that help them to understand people at the level of life-style, social class and culture. The primary aim behind this recommendation is to empower them with the right tools to better serve the firm’s interest. To enhance their sense of self and set the stage to foster social growth and economic progress through the growth that businesses are likely to realize with this move.

The quality of the human capital within the firm is a direct reflection of the strengths or weakness of that firm. The firm is no stronger than its human capital and the role that CSR’s can play to enhance the image of the firm through quality customer care should never be compromise due to lack of training, exposure or the lack of will of managers to foster more enabling environments for their employees.

Professional certification programs at the diploma and the degree levels must be structured to better enable CSR’s to function within the firm in alignment with the Deeper Sense of Self, in alignment with the work related experience and the strategic vision of the firm. This strategic and innovative move will not only transform the lives of CSR’s, it will also have positive effects on the firm at the core of its operation which is some of the primary concerns in this new series of columns and the new book I am in the process of completing entitle CSR’s & The Deeper Sense of Self . This book is one of the first real attempts to realize these objectives and re-write the history of how CSR’s are viewed in the firm and by people generally. This book is not intended for those who take pride in maintaining their position by keeping others down. Or for those who subordinate others and force them into submission and a world of hopelessness bliss so has to retain their position of strength. It is not written for the weak but the strong. This book is intended for the out of the box thinkers, the new age thinkers and the innovative minds who are not afraid of working with the best and brightest. This book is written for the real visionaries, the real leaders, the real innovators who are committed to shaping a world where people regardless of the color of their skin or religious persuasion can experience opportunity to love and be love, to grow and let others grow and to prosper without limitation.

The book entitle CSR’s and The Deeper Sense of Self  is currently being under study by a group of corporate think tankers, before its content is introduced in an executive diploma and degree program, through The Business Campus and Corporate Advocates Inc.   for more information call 650-6231 or email your concerns to Email: advocates92@gmail.com