In the past, the company which I am involved in had a problem with customer complaints. The clients would come to the management offices with loads complaints on poor service provided. It was a serious issue in the workplace, and the management had to do something to solve this problem. On a verge to look for the problem, the customers said that the people dealing with them were unfriendly and had a negative attitude towards helping them. Also, the handlers of customer relation had an environment that was adverse to customers as they were busy doing something else when the client demanded attention.
According to Goetsch (2014), the skills required for such a problem include analytical skills. Therefore, it is imperative to determine which part of the company makes the customers to be discontented with the services the institution offers. Also, the management requires logical thinking skills to accurately analyze the complaints that the customers bring forth and the views of the employees. It is important to examine the data collected regarding information from the two parties in depth for the management to identify the key elements ( Goetsch, 2014) . The significant barrier to solving this problem was due to employees fearing to air their views on the grounds of avoiding retrenchment or discrimination. Much of the information from them was hence hidden. Obtaining it was a problem and it took much time.
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The process involved in the solution of the problem was the critical evaluation. In this case, the management monitored the progress of every employee and department to determine the source of the problem. The assessment was done in parallel comparison to the goals of the organization. Given that the company’s goals put customers’ interests in the front line, it was necessary to determine whether the progress employees made matched the requirements. This gave rise to a positive outcome. It was found that some departments such as reception were not friendly to customers. This effect was as a result of burnout of the employees and the much workload they were required to finish in time.
References
Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence . Upper Saddle River, NJ: Pearson.
