EMPLOYEE LOYALTY DILEMMA

Given that the knowledge of customer service is increasing all over the place, and authors, trainers and the rest of them are hammering on the need for attitudinal change. Employees may begin to think they are in a serious dilemma about their loyalty. Should they be loyal to the customers or to the management? Answering this question is a very significant determinant that would dictate employees’ attitude. Care should be taken not to misinterpret the messages of customer service advocates. The customers are important, it is also important to adhere to the dictates of one’s organization. Every organization has policies that guide their mode of operation. Hence, a need for employees to know exactly what the management requires of them.

 

Management has the responsibility to ensure that policies are customer oriented. This is the first way to show employees that they are expected to render the best service to customers. Various reward programs could be instituted to encourage high flyers and encourage the employees lacking behind in customer service. A very good example is the monthly customer service award adopted by financial institutions. Though at times, this arrangement becomes ineffective over time. It is still a way to tell a company that has customer service in its agenda.

 

For employees, creating the balance is the word. Employees should know how exactly to render the best service without contradicting organizational policies. If there is any policy that is anti customers, then a proactive employee would intimate the management through available means in the organization. This reiterates the importance of excellent communication between the management and its staff, thereby ensuring that the employee loyalty to the customer or the employer doe not become a controversy.