Customer Relation Skills : Workplace skills ch:3 TY BCOM/B.Sc Sem 5

 Workplace skills

Discuss these questions in groups of four or five and share your answers with the class. Each group can choose one topic. 1. How are employees supposed to spend their time in an office? How do organisations make it possible for employees to want to do their jobs well?

In an office, employees are expected to spend their time productively, focusing on tasks that contribute to the organization's goals. To encourage employees to perform well, organizations can provide a positive work environment, opportunities for skill development, fair compensation, clear expectations, and recognition for good work. Effective communication and a supportive company culture are also essential to motivate employees.

2. Do employees sometimes forget the very purpose for which they are employed? Why do you think this happens? What could be some of the reasons for employees to not be considerate of their customers?

Yes, employees can sometimes lose sight of their core responsibilities. This can happen due to various reasons, such as lack of engagement, unclear job roles, personal issues, or a disconnect between individual and organizational goals. Employees may not be considerate of customers when they are demotivated, feel undervalued, or if there is insufficient training and guidance on customer service. It's crucial for organisations to provide ongoing support, training, and feedback to keep employees aligned with their roles and customer-centric focus.

3. What do customers feel about indifferent and careless employees? Why do you think it is important for a customer to feel good about an employee they interact with?

3. Customers typically have negative feelings towards indifferent and careless employees. They may feel frustrated, undervalued, or disrespected when they encounter such behavior. It's important for customers to feel good about an employee they interact with because this positive experience can lead to customer satisfaction, loyalty, and repeat business. A positive interaction can also enhance the organization's reputation and increase the likelihood of referrals.

   
   

   4. How do you think employees and customers can build good relationships between themselves? How do you think organisations benefit from such relationships?

   
   

   3. Building good relationships between employees and customers involves effective communication, empathy, active listening, and a customer-centric approach. Employees should understand customer needs and preferences. Organizations benefit from these relationships by fostering customer loyalty, gaining valuable feedback for improvement, and potentially increasing revenue through upselling or cross-selling. Positive customer relationships can also lead to brand advocacy, attracting more customers through word-of-mouth and online reviews.