Active employee listening and effective communication skills are crucial for organizational success. The skill promotes a long-lasting and mutually beneficial company-client relationship. Consequently, there is an established consumer loyalty since their needs are met. Employees who are rude to the customer can lead to a reduced client base and consequent losses. Business leaders need to encourage effective communication among employees in the customer care departments to encourage and enhance productivity and profitability at work.
Case Scenario
Edward Lawrence works as a front desk officer at Multiple Times Enterprises. Recently, there have been a series of complaints by customers against him. One of the customers said that he called him a useless black man. Another one came with an issue concerning defective goods that were delivered to her by the company. Edward Lawrence quickly told the customer that the company does not warrant goods that the customer delays inspecting upon delivery. The failure of Edward Lawrence to treat clients with decorum has led to reduced sales, and the stakeholders are worried about financial performance.
Solution
Organizations can take various steps to prevent unfair and unprofessional behaviors among employees. Strict employee regulations and definite company core values can help instill friendly behaviors in employees (Tu et al., 2022). For instance, administrative actions such as compulsory non-paid leaves for racist employees discourage unfairness. Additionally, employee capacity-building activities can help them maximize their strengths for effective customer care services (Singh et al., 2022). Furthermore, the adoption of transformational leadership can inspire effective communication among employees. The leadership approach inspires employees to serve the client’s interests. Improve communication in the workplace can lead to increased productivity and profitability.
Conclusion
Effective employee-client relationships promote profitability among organizations. Making racist remarks and failing to exhaustively listen to customers’ issues can lead to poor financial performance due to a reduced consumer base. Capacity building and organizational ethical codes and moral values regulations prompt effective customer relations. Transformative leaders play a central role in ensuring that clients are treated without bias, and are effectively listened to. Organizations can enjoy high productivity and profitability by reinforcing friendly relationships with their customers.
References
Singh, U. S., Nermend, M., & Singh, S. (2022). nurturing green consumer values and renewable energy reliance through societal education in Uttar Pradesh for inclusive capacity building. Energies, 16(1), 451. Web.
Tu, Y., Li, Y., & Zuo, W. (2022). Arousing employee pro‐environmental behavior: A synergy effect of environmentally specific transformational leadership and green human resource management. Human Resource Management. Web.