Introduction
Being a leader in the marketing department, I have to identify several issues. These issues are related to employees. The intention is to improve the customer services. It is possible through motivation, leadership, conflict management, and teamwork. The poor customer service is due to low morale of employees, workload, inconsistency, harassment, and lack of enthusiasm. Several traits or strategies are needed to shape the behavior of employees and effectively improve the customer services.
1-Motivation: What is the current state of motivation for employees, and what can you do to improve their motivation?
The current state of the motivation is poor. The employee morale is quite low. Low motivation among employees leads towards the poor customer services. Employees are not encouraged to contribute to the company’s success effectively. To eliminate this issue, the management has to boost the motivation through several considerations. For Instance, making rewards achievable is a good approach, which can motivate employees to work according to expectations. When employees are promised regarding rewards, the work efficiency can be accelerated. The most important thing is to direct employees with some goals and objectives. In this organization, employees seem aimless. Thus, it seems better to streamline goals and objectives to motivate employees. Especially in the customer services department, the motivation can be improved through correcting employees privately. Working with each employee personally can increase the motivation, and he can attain the customer service excellence. When working as a leader in the company, I must have to believe in employees. Creating the flexible work environment and allow the improvised work in the customer service department is a great source of motivation (Steinkirchner, 2012).
2-Leadership: What can leadership personnel do to positively impact teamwork that eventually leads to better customer service?
The role of the leadership to create the positive impact on the teamwork is in the limelight. The leadership can shape the teamwork to improve the customer service. For creating the positive impact, it is essential to create the specific culture of customer service. The culture may depict values such as ethics, morality, integrity, trust, and harmony. In result, customer service teams can come up with the best customer services traits. When aiming the best customer services, the leadership can hire the right people. Several personality tests can be conducted to find the best talent to demonstrate the effective customer service process. Coaching the customer service team is also a pertinent strategy. Importantly, encouraged team members can exhibit the differentiated customer service. The leadership can inspire these teams through the behavior, and of course, it is a powerful source of better customer service (Ukens, 2007).
3-Resolving conflict: How can the employees approach resolving conflicts with one another to maintain a positive teamwork dynamic?
Conflicts are usual in different customer services teams. Some effective approaches are to be implemented to maintain the positive team dynamic. For Instance, in the customer service team, there is a need to set some ground rules to maintain the conflict management process. The arguments of both parties can be streamlined according to these ground rules. All team members must have to know the process to resolve conflict, as it can maintain the positivity in the teamwork. Another possible conflict resolution trait is stopping the conflict when it is happening. If a team member realizes the conflict early and makes the settlement, it can justify the positive teamwork dynamic. Interestingly, different team members will have different perceptions, thoughts or ideas a regarding different issues. Thus, considering all these a perspective is a good practice to sustain the positive. Sometimes, the conflict resolution process may fail in the initial meeting. Thus, working with each team members is an effective approach to resolve the conflict and sustain the effective customer service process (Wright, 2013).
4-Resolving conflict: How can the employees approach resolving conflicts with customers?
Employees, working in a different customer service team, can allow customers to talk and streamline their reservations. Thinking customer is always right is a sharp trait to create a good impact on customers. Team members must have to depict some empathy statements to understand the feelings and emotions of customers. It seems to show care for customers, which can lead towards the better settlement. When resolving conflicts with customers, showing empathy is important instead of offering, agreeing or disagreeing. The customer service team should focus on the issue and contain the pertinent settlement to prevent the customer in future. Resolving the conflict with the customer is a not complicated. However, several considerations may vary when dealing with different customers in the conflict resolution process (Anderson & Bolt, 2016).
5-Teamwork: What types of activities would help the team progress through the five stages of team development?
Forming, Storming, Norming, Performing, and Adjourning are several team developments stages. In the forming stage, the management can provide the guidelines and direction to team members. It can help to create several goals and objectives in mind regarding the customer services in the second stage if the conflict occurs, the clarity of the purpose can maintain the progress. Through appropriate coaching, the team progress can be justified. In Norming, team members are assigned different roles and responsibilities. The right task to the right person can lead towards the prominent team progress and predictable customer service results. On the adjourning stage, every team member has to realize the task completion. Learning from the team process and making improvement for the future is the depiction of the progress (Anderson & Bolt, 2016, p. 161).
Conclusion
In the end, it is to conclude that the customer service team progress can be depicted through some strategic consideration. Being a leader in the company, I have presented some strategies or traits to make some improvements and sustain the customer service team performance predictable. It is a process of the customer facilitation, which can lead towards the customer satisfaction and loyalty. Motivating customer service employees is an indirect motivation for customers to make the positive buying decisions. The leadership role in the better customer service is quite visible.
References
Anderson, L. E., & Bolt, S. B. (2016). Professionalism: Skills for Workplace Success (4 ed.). Pearson.
Steinkirchner, S. (2012, August 22). 5 Ways to Improve Your Customer Service. Retrieved from https://www.forbes.com/sites/sundaysteinkirchner/2012/08/22/5-ways-to-improve-your-customer-service/#a7e846014bc7
Ukens, L. L. (2007). 101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques. John Wiley & Sons.
Wright, S. (2013). Evolving Customer Services. Editors’ Bulletin, 8(2/3), 89-92.
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