There have been few complaints about the ongoing conflicts with people in other departments and the stress of serving dissatisfied customers. For example, they can do assessment to gauge the competency of the employees.
Another symptom that shows something went wrong was, due to lack of communication between management and employees of different division. This is the main factor for the lack of engagement in doing their task, ended with poor performance in their customer service.
Question 2 What are the main causes of these symptoms?Re-issuing of ticket again and again to same customer and different way of handeling same problem by same company would definitely make customer unsatisfied and ould cause more time. Developing a structured customer complaint management can prevent this problem. It clearly shows that there is lack of motivation by the management to maintain effective team work and employee retention. Employees have lack of commitment to the organization and this led them to either treat the customer complaints poorly or resigns from the organization. Improve communication between departments through a better and more organized system. Create a chance for all the employees to give their suggestions for the betterment of their work through surveys and group meetings since the employees are likely to show higher involvement and commitment to any organization when management encourage innovative ideas and creative thinking. In other perspective, the company should have a system in place to detect on the repetitive issue. Most probably due to new staff recruited that are not trained properly. This lead to the higher employee quit rate at Yakkatech.
Employees have lack of commitment to the organization and this led them to either treat the customer complaints poorly or resigns from the organization. This will give bad reputation to the company if the same issue happen continuously. Similarly, Being I.
Create and establish a goal setting program, and this will help to motivate employees and help them to stay on track and for them to have a better evaluation of themselves.
They assumed that high rate would improve morale and reduce turn over and reducing hiring costs and improving productivity. So that once customer give their refrence any employee with related department gets the case history of what had been done by previous colleague and what needs to be done further more.
All of the above causes are leading to job dissatisfaction among employees which then driving poor quality service to their customers. At this stage there should have been some role from management to step in have a meeting with employees make them cheer up and assure them to make some flexible way of working.