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Important Decision that I Have Taken at Work - Essay Example


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Important Decision that I Have Taken at Work

Until noon I realized my boss must have lost his way to his office or he might not be coming today for work till I heard some voices down below from the office and gradually the voice started picking up and converted into an angry yelling tone that started disrupting most of the people at work and they came out of their offices to see the reason behind for the disturbance. I stepped out of my office too and looked down below the balcony as I saw two men cussing over an employee. I couldn’t understand first the reason for such behavior but I preferred listening rather going out there and interfering the matter. So as I listened, the pieces tried to fill in more and more and I got a clear picture of the situation that must have taken place. It was just another case of employee mishap in which a customer would not have counted the money while leaving his counter and must have realized at home that he was some money short. The customer was bragging something about the bank that it hired thieves and thugs and was directly conveying his message to the other customers there for not trusting this bank and their employees. The managers were doing a terrible job of restraining this customer and no one dared to come near him. As this situation was damaging to the reputation of the bank, I took a deep breath and made an effort to get down there and solve the problem and get my theories at work before anything worse would happen. Before I headed down those stairs I rephrased every bit of the lecture

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that I studied in the class of Customer relationship management and those theories that dealt with the handling of bad situations at work and angry clients. Recovery strategy was all up in my mind right now and how to retain that customer without damaging the goodwill of the company as the guru of Marketing Philip Kotler once said, “One angry customer would share its experience with ten potential customers and it will gradually create a pool of dissatisfied customers” (Silk, 2006). The first step says to ‘listen’, so I walked up to the customer and we exchanged greetings and I took him into a private room as far away I could take him to part from the other customers so they do not get the air of this mishap. I offered that customer a chair and I listened intently for half an hour of his complaints and I tried to be more empathizing I can be, so to give an impression that the company do care for its customers. The second step that states “Customers are not always right but one does not have to rub it in”. I knew our company had the policy that the Bank would not be responsible if the customer leaves the counter without counting its money but I didn’t had to pursue with that subject because it would have aroused more anger in him and he could have terminated the conversation. Apologizing is an essential thing by the name of the company even the customer doesn’t understands certain aspects that are obvious from an organization’s perspective. So, I made an apology regarding that employee and the company and made him convinced that it was a mistake after all and we will do everything to solve the matter (Bhushan & Rai, 2004). Since fixing a problem for the customer should be the top priority but letting the customers know that our company has a certain policy regarding exchange of
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Running head: PROBLEM AT WORK Important decision that I have taken at work [Supervisor’s name] Important decision that I have taken at work In the midst of a raving sunshine I set across for my first day at a job as a sophomore in some bank for an assistant manager position…
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