Customer Service Management: Employee Report Analysis

This report analyzes a scenario involving managing employees to improve customer service. The report examines the challenges of adapting to new technologies and procedures, particularly for long-term employees. It argues for the importance of providing training and support to existing staff rather than resorting to layoffs. The report also emphasizes the significance of customer relationships and the potential negative impact of replacing experienced employees. The conclusion stresses the need for continuous improvement in customer service and the importance of adapting to customer needs. The report references relevant literature on organizational change and management.

Running head: MANAGING EMPLOYEES TO GIVE GREAT CUSTOMER SERVICE
Managing Employees to Give Great Customer Service
Name of the Student:
Name of the University:
Authors Note:

MANAGING EMPLOYEES TO GIVE GREAT CUSTOMER SERVICE
Table of Contents
INTRODUCTION...........................................................................................................................4
DISCUSSION..................................................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

MANAGING EMPLOYEES TO GIVE GREAT CUSTOMER SERVICE
INTRODUCTION
According to me, the cornerstone of any successful business is an uptight customer
service (Jones, 2013). So, it is only sensible that every organization would want their business
leader and employees to provide the finest service possible to their customers.
DISCUSSION
If I were to be placed in Bob’s situation, I would have kept Pat and implemented sales
training and management training as Jack suggested, in order to make the older employees
acquainted with the new procedures and technology so that they can develop this skill set and
continue to serve their customers. It is common to our knowledge that hiring new employees
requires a lot of work even though they will adapt to the methodologies quickly. However, it is
extremely immoral to do away with an employee just because they are taking time to adapt to
new work culture and has been working in the organization for 15 years. Often, the customers
develop a strong relation with the executives who serve them and they might want that particular
executive to cater to their needs. In addition to this, Pat was not the only one facing troubles,
there were others too and it is not feasible to employ someone who just graduated like George
suggested as it might lead to losing some of the top customers. So, the fastest solution to resolve
this issue is to immediately implement training so that the sales do not take a further toll
(Fernandez & Rainey, 2017).
CONCLUSION
It is indeed correct that customer service can often be difficult as we cannot always
anticipate the needs and wants of each and every customer. Irrespective of the circumstances,
there always exists an opportunity for the organization to improve.

MANAGING EMPLOYEES TO GIVE GREAT CUSTOMER SERVICE
REFERENCES
Fernandez, S., & Rainey, H. G. (2017). Managing successful organizational change in the public
sector. In Debating Public Administration (pp. 7-26). Routledge.
Jones, G. R. (2013). Organizational theory, design, and change. Upper Saddle River, NJ:
Pearson,.