Leadership and Organizational Behavior
Leadership and Organizational Behavior Course Project
Ronette C Rudder-Carter – 10415 SW 85th CT, Ocala, FL 34481 Rbb589@hotmail.com / (347) 564-0074
GM591 ON Leadership and Organizational Behavior
Professor Robert Salitore 4/17/11
DaCosta Mannings Inc, is one of a retail environment and I am the customer service manager for the entire operation which has five locations throughout the island.
I have chosen this organization because when I was hired, they did not have a formal plan in place to enhance and effectively run a customer service department. Throughout the years they have had tremendous issues with the customer service at the various locations and it had resulted in downward sales and affected the bottom line drastically.
Currently there is not a focused training program that addresses standards of customer service skills from center to center. The purpose of this study is to develop specific customer service training for staff in order to improve customer relationships and establish a standard behavior level for customer service. An established standard of behavior will provide management with an assessment form for employment evaluations.
Successful customer service relies on creative innovation; simply put a company does not need to apply a lot of money or technical resources to achieve desired goals. Research done over the past 10 years shows an accumulation of poor habits in customer service leads to disastrous ends. Therefore by developing customer service training it can improve service and develop standards of performance above just meeting statistical goals. Also, by creating an organizational behavior standard of customer service, management avoids the affects of poor relationship management. The development of customer service training will lead to stronger client loyalty, referrals, and lower costs of service.
However, in a more in depth look at the organizational behavior of leadership, it
Ronette C Rudder-Carter – 10415 SW 85th CT, Ocala, FL 34481 Rbb589@hotmail.com / (347) 564-0074
GM591 ON Leadership and Organizational Behavior
Professor Robert Salitore 4/17/11
DaCosta Mannings Inc, is one of a retail environment and I am the customer service manager for the entire operation which has five locations throughout the island.
I have chosen this organization because when I was hired, they did not have a formal plan in place to enhance and effectively run a customer service department. Throughout the years they have had tremendous issues with the customer service at the various locations and it had resulted in downward sales and affected the bottom line drastically.
Currently there is not a focused training program that addresses standards of customer service skills from center to center. The purpose of this study is to develop specific customer service training for staff in order to improve customer relationships and establish a standard behavior level for customer service. An established standard of behavior will provide management with an assessment form for employment evaluations.
Successful customer service relies on creative innovation; simply put a company does not need to apply a lot of money or technical resources to achieve desired goals. Research done over the past 10 years shows an accumulation of poor habits in customer service leads to disastrous ends. Therefore by developing customer service training it can improve service and develop standards of performance above just meeting statistical goals. Also, by creating an organizational behavior standard of customer service, management avoids the affects of poor relationship management. The development of customer service training will lead to stronger client loyalty, referrals, and lower costs of service.
However, in a more in depth look at the organizational behavior of leadership, it
References: www.ojla.eu/pubfiles/TSCT http://www.org-behavior.com/organizational-behavior-communication.php http://www.thetimes100.co.uk/theory/theory--recruitment-selection--349.php ----------------------- [1] www.ojla.eu/pubfiles/TSCT [2] http://www.org-behavior.com/organizational-behavior-communication.php [3] http://www.thetimes100.co.uk/theory/theory--recruitment-selection--349.php [4] Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research [5] Understanding prosocial behavior, sales performance, and turnover: A group-level analysis in a service context. George, Jennifer M.; Bettenhausen, Kenneth