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Today’s working environment focuses on productivity, quality, innovation and organizational effectiveness. The qualities displayed by a top performer are consistent across industries and different sized companies, and people strive for success in a highly competitive environment.
In this new millennium, the importance of individual’s psychological well-being for the organizational inner functioning should be one of the main topics addressed by every manager. And this is directly related to creating workplaces that are healthy – where people find meaning in what they are doing and are captivated by their daily activities.
In a world in which increasingly more people integrate the digital component into their lives, it is only natural that an organization should have a voice within the online environment. Regardless of whether organizations sell their products through brick-and-mortar stores, or on online shops, promote their services in the printed press, or rely on the customers’ word of mouth, being in direct contact with their specific audience online has become not only the norm, but a detrimental tool of business survival.
Many believe that Customer Service is strictly linked to the direct contact that employees have with the customers of an organization. But this service extends beyond the front line of dealing with external customers. Customer Service also refers to how employees treat and support each other in delivering exceptional products and services to the customers who pay for them. This is called Internal Customer Service.
All organizations, from big to small, undergo fundamental changes at some point of their existence. What drives companies to put themselves at risk is the determination to cope better with new demands and challenges of the market environment. The expected outcome is for them to climb higher on the staircase of success. However, too often, the obtained outcome is a period of utter chaos, governed by confusion and financial losses, with little or no gain in return.
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