58 Part 1 LIFE: Little things Building a Customer Service Strategy: Your Ongoing

Question

58 Part 1 LIFE: Little things Building a Customer Service Strategy: Your Ongoing Case current employer, a specific organization you want to work in, or also improve listening skills? Return to the ongoing case you selected. This will be either your 2. How might you (as a leader or as a peer) encourage others to one of the two hypothetical organizations described in Chapter 1: 3. Describe any environmental factors in your organization thn Independent Auto Sales and Service (IAS) or Netwo Distributors (NND). Now consider the followin develop a customer service strategy may be making listening more difficult. Examples might be related to the physical facilities, available communication channels, geographic separation, and so on. How could improve these? rk Nutrition g questions as you you 4. What distracters regularly exist in the organization that hurt Strategy Planning Questions listening? How might you deal with these? Write a plan for enhancing your listening effectiveness while working in this organization. Include specific actions you could take. Build your plan around questions such as these 1. What personal behaviors can you chang 5. Does the organization seem to ha ing? If so, what are some speci could be clarified and taught to all employees? Write a list of situations that should require attention from supervisors or managers/leaders fic escalation policies that e to be a better listener? Be specific (and remember our definition of "behav- iors" from Chapter 2).

Explanation / Answer

Behavioral changes which can be made to effect a change in one's listening abilities and be better at it are that one need to try and eliminate all the paraphernalia, that is, the distractions that posit themselves and veer attention away from the focus of attention, are supposed to be ignored.

Another change, which is behavioral in nature is that one needs to try and be understanding towards the perspective which is being shared, if not, than there is the propensity to not be a good listener in an effort to be dogmatic and stubborn.

2. As a leader I can effect change by letting my employees know about the potential failures of bad listening and the potential boons of good listening and intimating to them the way in which they can achieve th latter by a seminar and training programs.

3. The major barrier in the organization is the geography and the telephonic communication tends to make it hard to communicate properly. So there are routine meetings instead to voice opinions regarding important matter and telephonic for meager matters.

4. Sometimes the grapevines of communication can be quite troublesome and can. Lead to misunderstanding. Hence, there is a system of hierarchy for certain issues and otherwise there is an open door policy to affect a good. Communication process.

5. Gate keeping is the process wherein information is filtered and then it is let out. Gate keeping can be tough for companies to handle, especially when the filter either filter out too much or too less, which can lead to misinterpretation and. Miscommunication as a consequence.

This can be cross checked by keeping two barriers, in order to have a cross check policy and stabilize the information before dissemination.

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