How would you go about trying to balance the customer service needs of the section with the apparent needs of Louise, the long-term employee?
In this case, the type of experience and quality of service provided to customers can be considered as significant needs that should be satisfied. If clients are treated well and receive professional services, the facility will get higher ratings in terms of the quality of care they provide to their patients. Employees, on the other hand, need to be provided with a purpose, the appropriate compensation, and expectations catered for as far as the company goals are concerned ( Bernoff & Schadler, 2010 ). Louise, as a long term employee, may have lost her focus and dedication because she feels she has not been appreciated in her line of work as a long term employee. A personal conversation with her would help in identifying the needs that are not satisfied so that a balance can be struck on both sides.
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Which of the section’s customers are likely to cause Missy the most grief over Louise’s behavior? Why?
Louise’s behavior has not only affected those who she works with, but also the clients she serves. From this case, the customer segment that will cause Missy grief is the outpatient population. As noted in the case, they are afraid of making simple inquiries from her because they are afraid she might snap. These individuals form a significant portion of the facility’s clientele base, and as such, if they start developing these attitudes towards Louise, they may end up switching to other healthcare providers. Losing patients in such a manner will give them a bad reputation in the market because the perception will be that they do not provide quality services, and as such, this will lower their performance and revenue ( Delpo, 2017 ).
Recommend an approach for Missy to consider in addressing the problem with Louise.
When addressing this issue, Missy must understand that Louise may be exhibiting these toxic behaviors at the workplace because of something at home. Sometimes people do not realize that they are reacting negatively in a disruptive and disrespectful manner, and as such, a private conversation needs to be conducted to identify the root cause ( Delpo, 2017 ). She needs to be confronted immediately about her behavior because ignoring it will bring more problems to the supervisor and institution. It is imperative to be specific about the complaints that have been received. Accordingly, it is also vital for the employee to know that being rude and harsh to both employees and customers is not permitted. She should also be aware of the consequences that may arise if she continues with this behavior. If a counselling department is available, she may be referred for an appointment so that she can talk to them about the issue she is facing. She may not be comfortable sharing her matters, and as such, this may be an excellent move to help solve the problem.
References
Bernoff, J., & Schadler, T. (2010). Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business . Boston: Harvard Business Review Press.
Delpo, A. G. L. (2017). Dealing With Problem Employees: How to Manage Performance & Personal Issues in the Workplace . Ingram Pub Services.
