Management (14th Edition)
14th Edition
ISBN: 9780134527604
Author: Stephen P. Robbins, Mary A. Coulter
Publisher: PEARSON
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Chapter 15, Problem 18DQ
Summary Introduction
To explain:
The reason behind satisfied employees providing superior customer service.
Introduction:
Employees could be considered as the fuel that steers the organization ahead. Organizations within the day have begun to look at the above notion with much prudence and treating employees better. It is important that organizations understand that physical and mental wellbeing of employees are in fact the key to organizational success.
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...How can organizations empower frontline employees to provide excellent customer service?
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Explain why, and provide two examples of firms that adopt this strategy.
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- What are the benefits of Great Customer Service?arrow_forwardWhy do you think it is important for companies today to be focused on the front line customers in their business? Consider our current global economy, social media, and companies today becoming more focused on customer service as a way to improve their bottom line.arrow_forwardNeed help answering the question below. How could managers of customer service providers help their employees to realize the intrinsic benefits that can result from really serving another person?arrow_forward
- Do you believe that customer-centric businesses are more profitable due to the impact of service on customer retention? Please include at least three reasons for your answer.arrow_forwardIn 500 words, write a reflection on the company's importance to its employees and what they should do to give stimulating and financially rewarding opportunities for them.arrow_forwardHow may a company's success or failure be affected by the amount of job satisfaction of its employees?arrow_forward
- How do businesses handle customer complaints to improve overall satisfaction levels?arrow_forwardHow can organizations develop effective job descriptions and job postings that accurately reflect the requirements of a given role and attract the right candidates?arrow_forwardWhy does an organization prefer that unhappy customers come forward and complain? What can the organization do to make it easy for dissatisfied customers to complain?arrow_forward
- You have an employee who chronically shows up to work late, and always has an excuse. In addition, after the employee comes in it takes them over 20 minutes to begin work. Create a detailed plan of action for correcting the issues relating to this problem behavior. Explain what steps you would take if the employee does not improve.arrow_forwardDiscuss how an organization can attract and keep its employees for a long period of timearrow_forwardCould you please answer to question below and show thorough solution. THanks!arrow_forward
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