Wednesday, May 13, 2009

The Road to Customer satisfaction is through Employee satisfaction

I can find many employees who are the front service desk in reputed companies never smiling and are with minimum eye contact.
It seems someone have forced such employees to serve the customers.You can feel that such employees are not happy seeing a customer walk to you store.You feel irritated at such attitude but are helpless.
Such employees look very miserable and unhappy in their job. This would account for their behavior.You can see many employees with such attitudes in Government offices.

It is difficult to overestimate the impact of employee attitudes on the satisfaction levels of customers. While positive employee attitudes and customer treatment may not be enough to fully overcome problems with product or internal systems, it can reduce the damage that product/systems' problems cause to customer satisfaction. If your products and systems are performing to customer expectations, happy employees are in a position to dazzle customers by treating them with respect, courtesy, and warmth.
Most of the employees of Pizza Huts are live examples of a motivated lot.

The link between employee attitude and customer satisfaction can be seen both in quantitative studies and in everyday life. Think back to the last sour experience you had with a person who was servicing you. How did this make you feel? You have found yourself making a mental note to not return to a place of business where you were mistreated. At the very least, you probably will not recommend an organization whose employees have mistreated you. On the other side of the coin, you probably can recall positive, memorable experiences you have had as a customer that caused you to return to a place of business and/or recommend it to a friend.

A bad employees effect can also be seen on kids,who prefer a particular store even though it can be far from his home.

In the case of the problem of a dissatisfied Government employee , it is possible that he is beyond redemption, in which case he should be fired -- but this should be a course of last resort, and I place the blame for the problem on management, rather than the employee. Has he even been made aware of what is expected of him? Has management let him know whether he is meeting those expectations? It is possible that his attitude could be improved if his situation at work changed. Perhaps he is unhappy with the management style in his organization, his hours, his pay/benefits, his supervisor, or his career growth opportunities.Anyway you cannot expect a employee to smile on his customers if his own life is shamble. If one of these items is at least partially responsible for his attitude, it is possible that he is not the only such affected employee. The only way to know for sure whether company policies or conditions are causing attitude problems is to ask the employees. One excellent way to do this is to administer an employee satisfaction survey and this should be supplemented with customer satisfaction survey of the customers who repeated interact with these employees, analyze the results, and make appropriate changes to policies and procedures. By repeating this process annually you can track your company's progress toward improving employee satisfaction.

One thing which is important is the role of Human Resource Department ,which in most of the organization have become just Recruitment Agencies.

They have to take their role of Human Management seriously.For them the employees are products which also goes through a particular life cycle.

In addition to improved customer treatment, other benefits of measuring and improving employee satisfaction include reduced turnover and associated reductions in training costs. Also, an improved reputation of your company as a place to work may make it easier to attract quality employees.

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