Customer Care as Key Element of Business and Career Triumph
Where Success Begins
Atton Institute unique and highly useful book

Recent studies advise a management department focused more on employees.

Psychologists affirm that it isn’t enough to give employees physical motivation, like higher wages and regular working hours. They also need to appreciate on, approval, and understanding. Managers are trying to compensate the lack of training in human resources by organizing different events meant to bring colleagues together, but since most are organized in a quick and halfhearted manner, they fail to create a positive impact.

Team-building events are the latest trend in fostering a collaborative environment.

Employees are organized into open offices and given projects that require teamwork without considering each employee’s working profile – some work better independently, others need constant interaction. Most business cultures still focus on accomplishing objectives no matter what and creating a competitive environment. However, competitive environments are often perceived by employees as a stressful challenge, and this only adds pressure to their workload and creates negative experiences for them.

A fair competitive environment is created by influencing employees to pursue personal improvement while collaborating with colleagues.

However, to positively influence employees in the right direction, a manager must have powerful leadership abilities. Leadership is defined as encouraging employees to cooperate and contribute to the organization and group goals. Most organizational problems appear because of the inefficient interaction among coworkers, including different desires, goals, attitudes and understandings. An efficient leader, therefore a specialized manager, has to apply leadership methods that minimize the differences between employees. And the leader should apply positive motivational schemes and analyze the impact of various tools on employee performance.

It is highly important to look at the details in the management field, including leadership, positive motivation, and business culture because they have a strong and direct impact on the way customer service is understood inside the company.

Therefore, in the following chapter, our study will focus on the various practices of client service. We will point out real examples of good and bad practices across small- to medium-sized enterprises, including the big titans of different segments of the market. First, we will discuss the theories that influence customer service methods, including marketing and management influences, and secondly, we will look at the practices of different companies in relation to the theories presented.