Professional Documents
Culture Documents
Chap09 Notes
Chap09 Notes
D. Be Dependable and
Honest
H Minimize Complaints
It is unwise to continually complain about various aspects of the
work environment. A better tactic than frequent complaining is to
make constructive suggestions to improve substandard situations.
An employee whose thoughts and actions are geared toward helping customers
has a customer service orientation. Good service is the primary factor that keeps
customers coming back. Profits jump considerably as the customer is retained
over time. An overall approach to dealing effectively with customers is to be a
good organizational citizen with respect to customer relationships. See Figure 9-
2 for a list of Service-Oriented Organizational Citizenship Behaviors.
Suggestions for achieving high-level customer service are as follows: