Managing Employees to Give Great Customer Service

Week 7 DQ 1: Managing Employees to Give Great Customer Service

Emotional Labor (Graded)

Have you had a job where you dealt with customers? To what extent did the job involve emotional labor? Did you find the job stressful? How did you deal with the stress?

Week 7 DQ 2: Managing Employees to Give Great Customer Service

Employee Empowerment (Graded)

Have you ever had a job in the past where you felt empowered? What did it mean to you to be empowered? What can a company do to empower employees?

Week 7 Assignments:

Which of the two general causes of stress, worker characteristics and working conditions, is the most significant in your job? How can you control or manage it?
BUSN 258 You Decide: Scenario Analysis – Customer Relations

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Write a 1,050- to 1,400-word strategic objectives summary. Include your balanced scorecard and its impact on all stakeholders, and the communication plan. Identify key trends, assumptions, and risks in the context of your final business model. Develop the strategic objectives for your new division of the existing business in a balanced scorecard format in the context of key trends, assumptions, and risks. The strategic objectives are measures of attaining your vision and mission. As you develop them, consider the vision, mission, and values for your business and the outcomes of your SWOT analysis and supply chain analysis. Consider the following four quadrants of the balanced scorecard when developing your strategic objectives: Shareholder Value or Financial Perspective, which includes strategic objectives in areas such as: Market share Revenues and costs Profitability Competitive position Customer Value Perspective, which includes strategic objectives in areas such as: Customer retention or turnover Customer satisfaction Customer value Process or Internal Operations Perspective, which includes strategic objectives in areas such as: Measure of process performance Productivity or productivity improvement Operations metrics Impact of change on the organization Learning and Growth (Employee) Perspective, which includes strategic objectives in areas such as: Employee satisfaction Employee turnover or retention Level of organizational capability Nature of organizational culture or climate Technological innovation Evaluate potential alternatives to the issues and/or opportunities identified in the SWOT Analysis paper and table you completed in Week 3. Create at least three strategic objectives for each of the four balanced scorecard areas. Base your solutions on a ranking of alternative solutions that includes the following: Identify potential risks and mitigation plans Analyze a stakeholder and include mitigation and contingency strategies. Incorporate ethical implications Develop a metric and target for each strategic objective using a balanced scorecard format. Example: a strategic objective in the shareholder or financial perspective is to increase market share. A metric to actually measure this strategic objective of market share increase is, "The percentage of increase in market share." The target is the specific number to be achieved in a particular time period. The target for the metric of "Increase market share" could be "Increase market share by 2% for each of the next 3 years" of an increase of 2% per year for 3 years.) Outline a brief communication plan discussing how you will communicate the company's strategic objectives that includes the following: Define the purpose. Define the audience. Identify the channel(s) of communication and why you selected that channel. Format paper consistent with APA guidelines. Attachments Screen Shot 2016-04-05 at 9.17.03 PM.png Screen Shot 2016-04-05 at 9.17.08 PM.png
What advantages are there to employees as stakeholders are available in Germany that are not provided to employees in US companies? In the United States, how do employees let management know their stakeholder concerns?
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Unit IV Essay: Organizational culture involves many different details, including customer service, employee benefits, and hiring/termination processes.
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