Midterm Analysis Essay
Every company says that their customers are their #1 priority, but stories show us that many businesses are ready, willing, and able to go the extra mile for each and every one of their customers. Customer satisfaction and loyalty is the key to a successful business. Those businesses who “walk the walk” when it comes to delivering the kind of service are those who win the customer over for life and who will recommend others due to satisfaction. Human resources managers plan, direct, and coordinate the administrative functions of an organization. They oversee the recruiting, interviewing, and hiring of new staff; consult with top executives on strategic planning; and serve as a link between an organization's management and its employees.
The merging of two companies is never easy especially for those employees who are coming from the company that was bought out. As an HR Manager, my duty is to acknowledge that we as a company have to protect both our customers and employees from abusive employees and their inappropriate actions. It is never easy to discipline employees but there are several ways to going about this particular situation which would be the contingency approach as an initiation. Employees may lose their cool from time to time due to having a bad day or whatever the circumstance may be but it is not an excuse to treat the customer poorly. Employees coming from a different organization might have operated differently and are in the comfort zone in which how they deal with customers. The key to drive an employee(s) would be motivation and reward which is the OB Mindset. As a manager, I would have training meetings with all of my employees even those who have been with my company and have already been trained in order for everyone to be familiarized with the company’s policies and also disciplinary actions. I would give it some time to see if customers are still complaining through the roof about their service and if it did to continue, then assign another duty to the employee(s). You always want to perform to your maximum capabilities because as an employee you represent the company such as trying to accommodate an individual’s preference of seating or even possibly upgrading their ticket or even letting an overweight bag of a couple pounds slide. You always want to show the employee that you appreciate their performance and they should be rewarded in such a way that they always will try to strive for excellence such as “Employee of the Month” or even “Crew of the Month” on a broader scale which would be a good way to go about the recognition of outstanding performance(s) by either and individual or the crew.
From the perspective of the customer, they should be treated fairly for the reason that they are paying for a service in which they should be properly taken care of. There will always be customers who are rude and nuisances but you must always try to make the customer content and satisfied. You can try for every single customer but they may still not be happy. Customers may not always provide positive feedback for your excellence because they think that it is your job but they will always complain about the negativity of how they were treated by the staff which can lead to bad reviews, dissatisfaction which can result in them never becoming a loyal customer, complaints to higher authority. The customer always comes first because without them, there wouldn’t be an organization which means there would be no employees. In conclusion the way I would try to resolves the issue of employees being rude and not caring about their employment by having a training meeting with all of the employees in order to make sure that everyone is all on the same track. I would also motivate them in order to become either Employee of the Month or Crew of the Month which will come with some sort of reward whether it would be taking a couple paid days off or having a company picnic. I want each and every employee to compete and strive for excellence.