Social Growth, Economic Progress
Who Is The Customer Service Representatives?
Customer Service Representatives can be found in almost every firm. Bank Tellers function as CSR’s. Pharmacist functions as CSR’s. Business Consultants that work in consultancy firms function as CSR’s. Lawyers that work in legal firms and Social Psychologist function as CSR’s. Air-hostess functions as CSR’s. The question is why are they perceived to be so different than customer service representative that functions as shop attendant and market vendors and those within the supermarkets and the floor girl in the boutique or hardware store?

The difference is a matter of perception, exposure and training. While the perception of division of labor and level of work may apply to this situation the fact that all CSR’s must be trained to the point of becoming experts in their respective area of job related activity and the strengths that they can harness should never be under scored. They are the ones who are charge with part of the critical responsibility of influencing positive outcomes in relation to the quality of care that the customer receives.

The customer service representatives are key functionaries within the firm that influence’s the sustainable development of that firm through the quality of customer care they provide. The quality of care that CSR’s are likely to provide, to the final consumer, is largely dependent on the quality of speaking skills, results oriented leadership and motivational programs that company management enables them to be socialized to. The issues surrounding the duties of CSR’s and its intended impact on the customer should never be taken lightly. The customer service representatives must be adequately exposed to environments and strategically aligned training programs that enables them to display and apply high degrees of efficiency in the quality of care the customer receives. The benefits of the process of exposure to the right environments and result oriented training is not realized on an over night train, but through the delivery of well structured programs. The consistency in both exposure and training and the solid commitment of all stakeholders can shape an environment where minds be molded to become the best and brightest in their work related experience in the interest of fostering the collective development and happiness of the customers, CSR’s and the leadership of firms.

The realization of these essential corporate possibilities can significantly influence the competitiveness of industries, the quality of life that people lead, the productivity of industries and the growth of the economy. Some of the reasons are clear why many business owner / employers are not inclined to provide comprehensive training to their workforce and they may be many logical explanations to support their position on this issue. However, while I empathies with your position my keen interest in the private sector is to address issues that are essential to encourage its growth and foster the comprehensive development of the engine of social growth and economic progress which brings me to this point of saying, the business entity, in spite of its appealing ambience, outstanding business outlook and innovative product ideas, is insignificant if the right people are not there to serve in the interest of the final consumer, the most critical factor that determines the success of failure of your business. It is important that you recognize that the strength of your firm is only as strong as the firm’s human capital. It does not matter how much you try to turn or twist this fact, it remains the same. The need for exposing the human capital to properly aligned training programs can’t be over emphasise in the interest of enhancing the competitiveness of your firm, the growth of people and economy progress.