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Review - Article Example

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Name: Instructor: Course: Date: Article review on improving customer service Employees in a company have the responsibility of ensuring customer satisfaction, which is a crucial key for the success of the enterprise. This is the argument laid out in the article and it goes a step further to illustrate how to go about training staff on the skill set…
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Download file to see previous pages He emphasizes on the allowing the staff the freedom to execute their duties with innate wisdom rather than following a set of rules laid out by the company. The training staff should be able to impact knowledge on the team of employees with the resolve to end lack of information and hesitation in performing the task at hand. It is clear that the staff should practice critical thinking in various situations so as to come up with the best solution to a problem in question. Such thinking will enable the employees to analyze the problem, evaluate it as well as review the ways of approaching the issue. They use own logic to devise the resolution of conflict after taking in the pros and cons of the problem. No wonder the writer is keen to illustrate that staff have to be capable of using their own initiative to handle problems in the organization. This piece of writing has gone out of its way to outline how the issue is to be handled. Instead of just stating facts, the writer has taken the pain to elaborate on how one should go about upgrading the customer care service of the entire organization. He has given tips for both start-ups and large companies. His pointers are easy to follow and applicable to all types of business ventures irrespective of their size and numbers. This is a simple and well defined article with no hidden meaning or jargons that could confuse or manipulate the point laid across. In addition, the example given is practical and drawn from a well to do organization that has proven track success in their business. One will be more inclined to believe what the writer is talking about rather than read the article for leisure. However, the article is biased as it talks more about airline administration and no other. It as if the ideas were targeted for companies in the airline industry leaving out other business ventures. This approach could cause one to doubt the credibility of the whole idea outlined in the article causing hesitation in the incorporation of the mindset put forth. It is also a very short writing that tends to leave us hanging on the subject matter as one is left with many questions in mind. This is shown after the writer lists what he learnt on the training he attended without broadening or adding light on the issues touched. He doesn’t touch on success they have gained from the experience especially on the part of customers. His theory is directed on the employees without shedding light on how their actions have resulted in the realization of the end goal. The missing link in this writing is that success stories that have arisen out of proper customer service have not been recorded. We should have been given examples on reports of the success of the practice that has been instigated rather than just laying out the ideas. Also, a more global approach should have been taken as it is a local borrowing on the subject matter. Other companies in other sectors of the industry have been shut off as the practicability of the subject has not been proven for their case. We are not convinced on taking up the issue as it has not been fully exhausted as we expected it to be. The starting was very catchy as it was very clear and precise but at the end we are left wondering if there was more to it than was laid out. The title does not suit the writing as one is tempted to think that we will be talking about the customers who are the people of value in the ...Download file to see next pagesRead More
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