DBL Steel Performance Analysis
DBL steel: When did the performance analysis of the steel company which was performing low, the fault was found in the management strategy of employees. After doing assessment and interview of the staff, issues came in training and skill development which were stopping the profits to come. Applied programs for training which were creating an obstruction in the path of success, resulted in success. Hawthorne Effect was also used in this development.
H-B group: In a food plant, a plan was developed for training, recruiting and management of employees. This analysis resulted in the hiring of 220 staffs. Three-Dimensional Theory of Attribution was used to improve the work. Collaborative work with company leads to designing of the program for training which helped in meeting the needs of the organization and supportive program to own the company (hawk, 2015).
In this case, the problems faced by the company named Virga Inc. Virga Inc., placed in Shri Lanka, consists staff of 900 people. There were two division of this company they were- operations division and customer service division. Customer service division was handled and operated from 4 states that Colombo, Galle, Jaffna, and Kandy. Each region has 6 departments to do the work of customer service.
Whenever any complain came by email or call that was redirected to any of the department which could best solve the problem. The customer’s query was assigned a number which was delivered to the customer services employee on a random basis. The case was being closed after the conversation. If the client use to get this problem again, a new case number was reissue and the problem was also delivered to a new customer care employee (Cilliers, 2016).
This used to create a problem for the client as one use to get a new service provider and had to explain the case every time. 3 years ago the problems of clients were solved on-site only but now the client’s queries are redirected to the regional centers. With the growth of company the clients complains also increased, so increased the cost of training. Clients complained that their problem is not being solved. The employee absenteeism started increasing, the stress level of employees increased. As the services provided by the company where of 24 hours so the employees had to work for more hours which made their work hectic. The company realized that there customer care executives where showing carelessness to solve problem. Management increased the salary to improve the quality of work but went in vain. The management tried various things to imrove the quality and production but all that did not help. Even rumars started occuring about the customer service of the company which worried the management (Veenpere, 2017).
H-B Group Recruitment and Management Plan
The major problem from the point of view of an organizational psychologist is the transfer of call to a new agent every time. As the complaint is transferred every time it is generate, the customer care executive also don’t bother much as there is no benefit to him. No executive use to give pain as they were not benefit as an individual if they solve the problem. And the stress of work was also too much because of the work flow. No proper motivation and stress balance was given to increase the productivity.
Maslow’s hierarchy of needs theory:
The esteem in the above pyramid shows the human nature to the value of accepting others. A little boost of ego led to constructive emotional things. Most of customers feel good by just a simple compliment. A way to make customers feel great is by giving attentive communication to every one of them individually whether it is important or not. Like in a customer service value every customer and tell them that they are irreplaceable. A small gift could be sent to them and say thank you as much as one can. By not hurting the customer’s ego a customer care employee can make a good reputation of the company (Service, 2015).
Most of the customer care employee fire emails and just right what they want to say. But in making customer service performance great this is not enough. If one starts an email name of the customer and end it with the same results happy customers. If one designates some by his/her name it makes one feel great and sweet. It is not only customers name but also the employee name that makes a difference, as it generates trust with the customers. It makes the customer feel that they are doing business with the human, not the machines.
Name usage is an essential part to make human feeling interaction. It’s like getting mail from ‘Mike’ is more user-friendly then getting mail from Support team (POLACZYK, 2018).
Being it an email or conversation or transaction or call by using names customer get friendly and convinced.
The word sorry is very necessary for employees to be used in a customer service provider. No one likes to hear “I say sorry for the problem” like a robot, one has to mean it while he says that.
Saying sorry doesn’t mean that one has to take the blame, it means that you have to show empathy with the customer problem. Customers have to apologise genuinely by feeling the trouble of customer, without considering how caused it (Gauthier, 2011).
Virga Inc: The Problems Faced by the Company
If one use positive tone while in customer service, he will get benefits. The words play a big role in the message customer service employee convey. Mark Robert and Andrew in their book “Words Can Change Your Brain” wrote that words can change any one’s mind to any extent (Veenpere, 2017).
Motivator-Hygiene Theory -Motivator-Hygiene Theory is also named as Two-Factor Theory. The theory is not supported by research world but has given results in many organizations and successfully done employee motivation. This theory says that employees basically needs two requirements which are as follows:
Motivator Needs – Job satisfaction is produced by good motivation. Inspiring, interesting and fascinating work satisfy employees and satisfying employees will result in profits.
Hygiene Needs – This includes working conditions, company policy, wages paid and other external factors which affect the job. This doesn’t produce job satisfaction but removes job dissatisfaction.
This theory can be used in the case of Virga Inc. as the customer care employees are not getting interacted and interest in their work which could be developed by this theory. (Veenpere, 2017)
This theory tells the direct relationship of setting goal and motivation. Edward Locke developed this theory by setting different and challenging goals for the team in order to motivate them, which resulted in high level of production. He created various strategies to develop motivation and get better outputs. Goals like profit goals and time goals resulted in great benefits. (Service, 2015)
Principles to setting goals:
Clarity: A goal that is clearly defined can be easily achieved.
Challenge: A level of difficulty must be set to motivate the employee in getting there goals.
Commitment: The goal must be completed in the given time and to increase the production and motivation level of employees.
Feedback: Giving feedback helps in employee motivation and success.
Task complexity: If the task is made a bit complicated it keeps the employees engaged and gives a better result (hawk, 2015).
All employees should feel equal in a peer while in an organization. It is very important for the motivation of the employees. The ‘productivity ratio’ should be kept the point for increment and appreciation, not their salary and posts, this ratio can be compared with other employees also. This theory is further divided into 3 parts which are as follows.
Benevolent: The worker of this type feel good when rewarded in comparison and feel guilty when not rewarded.
Equity-Sensitive: These worker think that everyone is equal and they should be treated in the same way. These people don’t like rewards for winning and don’t feel bad about losing.
Maslow’s Hierarchy of Needs Theory
Entitled: These people always like being appreciated. They can’t see anyone above them, they only like themselves to be on the top.
It is important to maintain equality but the feeling of competition is also important to generate (Viladrich, 2015).
Call transferred again and again
One the most real-world example of the customer service problem is Call transferred again and again. This increases the temper of the customer as the customer has to explain it every time he contacts. This is a problem not only in the call but also in the chat help. Most of the employees also don’t now want to do, in case this type of problem occurs, so they just ignore it and the customer become a ‘hot potato’ which no one wants to hold. The situation of ‘hot potato’ occurs when the customer keeps on telling his problem over and over to different customer care support executive of different departments. If a customer complains why the call is transferred to another executive every time then one discusses with their colleagues for their response. So to solve this problem the theory of apologies is used. As one can’t do anything for the call transfer so one can say “sorry, I will transfer it to the department you were talking.” (Pennington, 2014).
Or the theory of positive communication can be used in which an executive can transfer the call to the specialist by saying that “I am sorry for the inconvenience occurred, the call is being transferred the best problem solver or specialist this time”. This makes a great difference in saying that “your call is being transferred” and “You will be talking to our expert in next call” (Giessner, 2016).
When it comes to management one wants cooperation in employees. When an employee complaint about another employee it makes the situation of manager difficult. It is hard to differentiate between the personal conflict and task conflict when it is between members of the team. It is not bad if a conflict occurs in teams it rather build strong relation. But some conflicts act as toxic for the team so they should be eliminated as soon as possible (Mellalieu, 2015).
Most of the managements try to clear the team problem in the initial stage only. If the case of personal conflict is clear and can be understood without biasing it could be solved by supporting one person. But if the conflict does not get solved the team members could be eliminated from the team. Most of the conflicts could be avoided by making a rule that says employee could be fined in case of conflict which could be signed by the members in the beginning. The expected performance can be kept in mind and a regular communication should be made. The best perform should not start ruling other and ticking off them. If the manager does partiality in any case, then he is inviting problems for himself (Lushington, 2014).
Importance of Using Names in Customer Service
The initial step is to just tune in to the client. The means used is not considered on which they contact a customer, an operator should persistently welcome a full clarification of the issue and afterward indicate veritable sympathy for the client’s disappointment. It’s basic to demonstrate clients that a brand honors their clients as individuals, not simply purchasers. Once the client has wrapped up the issue, the operator should reuse the focus points, requesting to end is fundamental and if there’s some other essential data the client might want to share (POLACZYK, 2018).
A client may not really know the best answer for the issue, however, numerous clients know a little bit of what they require and may take their worry a bit further and ask for a type of pay for their issue. For instance, if an error is made in a bill, in addition to the fact that it should be settled, but any charge, that was charged for which the client was not responsible ought to be solved instantly.
This is likewise a possibility for specialists to be practical: they can hold up to hear that a client needs to change starting with one membership then onto the next or that they are confused to have lost time with an issue, or the operators can rapidly rebate as generosity before the client even inquires. Being active in these circumstances is to a great degree necessary for winning the trust of the client. Once the circumstance has been appropriately surveyed, operators should offer the most engaging answer for the client and offer choices at whatever could be done. At the point when clients have troublesome issues to fix, they may feel they settled on a poor decision in putting stock in a specific brand. Giving them alternatives for better administration (better arrangements, conveyance benefit, and so forth.) will influence them to feel in control once more and more inclined to help the brand (Reynolds, 2017).
Obviously, the following stage is to convey the result, however, this must be done same as guaranteed. At the point when a client really sets aside the opportunity to contact a brand over an issue, they are giving the product another possibility. Thus, organizations ought to dependably honor these issues as chances to enhance their management and show clients that they are trustworthy. It’s vital to catch up with the client to observe how they feel about the determination and to ensure the issue was without a doubt settled. This progression indicates clients your organization values them and is attempting to convey better client skill (Ajala, 2017).
Apologizing to the Customer in Customer Service
Client service issues ought to never be viewed as a one-time case to settle and overlook. Organizations need to ensure these cases are studied deeply, shared crosswise over divisions, and afterward chipped away at to keep such issues from happening once more. Diverse approaches to address issues could go from FAQs on the organization site and specialist subjects to taking greater measures, for example, changing advertising systems and enhancing translation on various channels. There truly is alternative for this one. Regardless of what one does, it’s continually going to be horrible. No supervisor ought to ever get extremely OK with this duty. Nevertheless, the tips in the above point, ensure you have clear arrangements and preparing for serious directly ruins. For terminations, ensure you utilize a reasonable and reliable process, get prepared on the how to do respectful discussion, and give a sensible compensation and package (Briner, 2014).
Picking between competitors can be painful. In the event that you pick wrong, you will wind up managing a couple of alternate issues on this tilt. The remedy? Utilize a decent determination process — don’t “part it”. Get ready for special talking; consider utilizing permitted choice appraisals; get different sources of info, offer reasonable employment reviews or shadowing, and work with a decent HR master or hiring the person.
Try not to hold up until the point that your star worker appears with an offer letter. By the time it reaches the place where there is no return. Ensure your high potential workers are paid what they are worth, are tested, upheld, and are given opportunities. Tell them you give it a second thought and the amount you honor them. Remember, star employees will, in the long run, get raises or leave for better openings. That is alright, that is the rewarding some portion of being an awesome pioneer (Pennington, 2014).
These theories and logic can be used as an intervention in the two cases for improvement and development. Motivation at work and work-life balance and stress management can be done in this way.
- Equity Theory
- Goal Setting Theory
- Motivator-Hygiene Theory
- Needs Hierarchy Theory
- Valence Instrumentality Expectation (VIE) Theory: In this theory, the pay raise or awards are given to best employees.
- The Pygmalion Effect: keep expectations high, as if one hopes for more get more
- Understand That Being Important Is Important
- Keep Apart Flight Mode or Fight
- Study to Recognize Anger
- Use Names (Yours and Theirs)
- Use the Power of a sorry
- No, Really Listen because it is important to clear any query.
- Develop a Skills of Empathy
- Create an excellent First Impression
- Use Helpful conversation as it makes the customer feel that they are interacting with human not machine
- Use Trade to Increase Maintenance
- Customer Service can be increased by Using Psychology
- Set adaptable goals for each day
- Be effective with time at work.
- Ask for elasticity.
- Tune in
- Communicate in an effective manner.
- Give a break in a fixed interval.
- Unplug for some time for refreshment
- Don’t over compel as it creates stress.
- Stay active as it is important to maintain work-life balance
- Never hesitate to take help(Gauthier, 2011)
This report discusses a case which tell about the problem of poor customer service. In this report, the steps to do workplace motivation are discussed with the help of the case. Along with that how work-life balance or stress management can be done is also discussed. Various theories of organizational psychology that are helpful in making workplace the best place is deliberated in the report (hawk, 2015).
Motivator-Hygiene Theory
References
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