Custmer care Essay Example | Topics and Well Written Essays - 1000 words

Custmer care - Essay Example The businesses who are struggling for improving their customer service are unable to consider and recognize the need and role of their own employees. The traditional form of approach to customer service through customer relationship management and automated workflows are not performing well as they are not considering the power their employees. Customer service can be transformed by the customer service organizations by empowering their employees. The employee empowerment can transform customer service providing benefits to business, customer and employee, the three stakeholders in customer relationship. Empowerment Empowerment is the process of granting greater responsibility to everyone who works for an organization. In literal sense, it denotes granting the power of making decisions. It is the process of authorizing or enabling an individual to behave, thinks, control work and take action and make decisions in autonomous ways. Empowering the members of an organization is a tremend ous motivational tool as it provides them the feeling that they are contributing to the organization by their own initiative and are improving the performance and achieving better results. The empowerment of employees plays a significant role in achieving superior customer service as they are the best in performing their jobs (Mabey, Skinner and Clark, 1998, pp.42-43). Ways of empowerment The empowerment can be fostered among the employees of an organization in the following manner: Creation of non-threatening environment The empowerment and creativity are defused by the traditional organizations using power and micro management. Creativity and empowerment should flourish in the organization by providing freedom to employees in respect of pursuing their interest and they should be supported and encouraged by the management. Resolving problems by employees The managers should not always provide answers to every problem; rather the employees should be guided to think critically for th emselves to resolve the issues. When employees will act on their own, it will result in better solutions because they will be the experts while performing their jobs and the manager might not have all the facts available with him. Allowing for mistakes Individuals and companies can grow and learn by making mistakes. The employees should be supported even after making mistakes. Learning is the most significant part that takes place within an organization. The employees should be encouraged to share information with the team. The individuals are not required to make mistakes to learn rather they can also learn from the mistakes of others. Respecting employee ideas or suggestions The ideas or suggestions of employees should never be ignored as one of these ideas may turn the company into a business of multi-million dollar. If an idea does not seem appropriate, the rationale should be discussed with the employee. This will not make the employee to feel ignored by the management. Develop ing each employee through projects Each employee should be made the team leader on a certain project which will provide them the confidence to grow and to be an excellent contributor within the company. Creating opportunities for advancement and development The excellent contributors are required to be felt valued. The additional work is