Personal Experiences of a Customer Service Executive: A Reflection

This report offers a reflective analysis of a customer service executive's experiences within Uber over a three-year period. It delves into how the application of organizational behavior theories, such as situational leadership and expectancy theory, has influenced the executive's personal and professional development. The report highlights the acquisition of crucial skills like effective communication, conflict resolution, and the ability to handle diverse work environments. It also explores the importance of maintaining a professional demeanor, managing personal issues, and fostering empathy. The narrative underscores the significance of continuous learning, adaptability, and the development of cognitive skills in the customer service role. The executive's experiences showcase the practical application of organizational behavior principles and their impact on leadership, teamwork, and individual growth.

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
Name of the Student:
Name of the University:
Author Note:

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
The study of the behavior of human beings in an organizational set up is known as
organizational behavior theory (Altman,Valenzi, & Hodgetts,2013). Organizational behavior
helps in understanding that why do people behave in a certain way in organizations and work
places. We can study the complex pattern of behavior of human beings by the implementation of
this theory ( Anazodo,2018). Thus, theory helps in understanding the employees in a better way
and from all other perspectives. The organizational behavior theory helps us in upgrading labor
relations (DuBrin,2013). Once the organization knows the behavioral patterns of its employees it
can easily control it (Chance,2013). The theory helps in the productive utilization of Human
Resources. I have been working as a customer service executive in Uber for three years. I would
like to reflect on my personal experiences in the previously mentioned organization and how it
has helped me evolve as an individual.
I lacked the understanding of my own behavior and unhealthy habits. Over a period, I have been
able to identify my weaknesses, flaws and extreme behavior patterns. This has not only given me
an insight to ameliorate myself but also develop my physical health. After understanding how an
organization works and how I can contribute to the organization (Huczynski, Buchanan &
Huczynski,2013). Working as a customer service executive has also helped me in dealing with
various kinds of people with a lot of patience and ease. Now, I hardly get agitated quickly over
trivial issues. As a result I am also able bring changes in my sleeping patterns and manage time
more efficiently. Earlier I constantly used to feel fatigued and mentally drained. These
incremental changes helped me in directing me towards my main goal. This concept of
organizational behavior theory has a broader dimension and it is a diverse concept (Luthans,
Luthans, & Luthans,2015). This is not only applicable to the company but also to the workforce

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
of the organization. It includes different modes of communication, psychology of the employees
and different aspects of management.
Earlier I used to get irritated when I had to address irrelevant demands and grievances. I
always felt that I lacked confidence and self-esteem. It took me some tome to understand that I
am not well equipped with certain skills. I have also developed the ability to listen to other
people having different opinions and perceptions. A very significant thing that I have learned is
that no one should depend on situations and people to be motivated and positive. Thus,
situational leadership theory is what I followed. We should be positive from within. I remember
having a bad day at work. I decided not to communicate with my teammates, colleagues or even
the manager. Later, I realized what a terrible mistake I had made. Often when we choose not to
communicate when we face with some work related issue but it is important to communicate
with our teammates and co-workers. Therefore, I started communicating more and more. I
realized that communication could itself solve many problems and clear doubts and
misconceptions. Healthy communication is important when working in any organization
(Wagner III& Hollenbeck,2014). I developed an understanding that each individual is different
from the others. To work in an office environment it is important to be supportive of one
another. This helps in motivating other employees and here expectancy theory of motivation can
be used. It is important to maintain a healthy relationship within any organization. Discussions,
constructive criticisms and other such ways of communication can help in developing skill sets. I
have learned that it is of utmost significant to express one’s opinions, ideas and suggestions. This
helps in problem solving and conflict resolution. The role of conflict theory can be used in real
life to maintain a harmonious relationship between the teammates and the co-workers.

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
Another thing that I have realized while working as a customer executive officer is that I
cannot let my personal life affect my professional life in anyway. It is of vital importance to
leave our personal worries and tensions at home when we come to work every day. Of I keep on
thinking what is going to happen back at home or about my other personal issues, this is going to
affect my productivity, quality and concentration. In a workplace, it is very important to be
professional. I had to inculcate certain qualities that I previously lacked. The post of a customer
service executive has helped me address the problems of different individuals separately. It has
made me more empathetic towards others (Nelson & Quick,2013). I have gained self-control
and language proficiency after working in this field. No matter what the circumstances are, I
have learned to keep myself calm and collected. One of the finest qualities of a customer service
executive is having the quality of a good listener. I have understood that customers want to be
listened to and talk to someone they can relate to ( McShane, Steen, Tasa,2018). Hence, having
listening skills goes a long way. One of the toughest challenges is adapting to diverse work
environments. These days companies are becoming more and more heterogeneous (Miner,2015).
All these years I have developed tremendous interacting skills among my co-workers as well as
non-working staffs. This has also helped me understanding and respecting various cultures and
communities. I have a friend and colleague named Zenobia. She is originally from Ethiopia. I
had a very different perspective about Ethiopia and its people but after meeting her and talking to
her my outlook changed completely. I learned more about the culture and food habits. In fact, I
have eaten the famous Ethiopian dish called wat which is a spicy stew, made up of chicken,
vegetables, pulses, lentils served with injera, a pancake made up of teff flour and water. Thus,
now I am more open to new cultures and their ways. It has helped me in overcoming my biased
opinions.

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
This job profile has helped me inculcate the skill of ‘reading’ people, especially the
customers. It has helped me in understanding the psychology of the people. Now, I know what
the customer actually wants and what his needs are when he is looking for a product or service.
This knowledge saves a lot of time as we get to know the emotional and mental state of the
customers. Thus, it helped me develop my cognitive skills and I have learned the basic uses of
social cognitive theory. One more thing that I have learned over the years it’s the ability to
handle surprises and not get astonished at anything. A customer service officer should remain as
calm and as unaffected as possible. I no longer get overwhelmed too quickly. Moreover, it is
pointless to argue with the customers when they are angry. People often tend to overlook logic
and reason when they are angry or too overwhelmed. Thus, having tenacity helps in the long run.
Before joining Uber as a customer service executive I had no idea how to persuade customers for
buying a product. Over the years, I believe I have mastered this skill to convince the customers
in a very tactful way. In order, to persuade the customers knowing their needs is very important.
I have realized that having an open mind and the willingness to learn from everyone and
everything is of utter importance. Nobody can learn if they lack inquisitiveness and open-
mindedness. O am of the opinion that at the end of the day attitude is everything. It is our attitude
towards things and people that make a huge difference. That is why some people have an
optimistic attitude and some have a pessimistic attitude. A person’s attitude highly reflects about
how they feel towards a person, an object, or a situation.
Thus, the concept of organizational behavior theory helps the company and the
employees to understand the flaws in the behavior pattern and work on the same. It gives us an
insight on what can be improved and what can new things can be implemented.

Running head : EXPERIENCES OF A CUSTOMER SERVICE EXECUTIVE
References:
Altman, S., Valenzi, E., & Hodgetts, R. M. (2013). Organizational behavior: Theory and
practice. Elsevier.
Anazodo, K.S. (2018). Chapter 7: Decision Making and Creativity. Organizational Behaviour,
Slide 10
Chance, P. (2013). Introduction to educational leadership & organizational behavior. Routledge.
DuBrin, A. J. (2013). Fundamentals of organizational behavior: An applied perspective. Elsevier.
Huczynski, A., Buchanan, D. A., & Huczynski, A. A. (2013). Organizational behaviour (p. 82).
London: Pearson.
Luthans, F., Luthans, B. C., & Luthans, K. W. (2015). Organizational Behavior: An
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McShane,S. Steen,S., Tasa,K. (2018). Canadian Organizational Behaviour. 10th edition
Miner, J. B. (2015). Organizational behavior 1: Essential theories of motivation and leadership.
Routledge.
Nelson, D. L., & Quick, J. C. (2013). Organizational behavior: Science, the real world, and you.
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Wagner III, J. A., & Hollenbeck, J. R. (2014). Organizational behavior: Securing competitive
advantage. Routledge.