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How do we normally deal with our day-to-day problems in our workplace - say there is a customer complaint, an internal rejection, a quality problem, a delay, or any other service failure? Traditionally, managers either try to ‘manage’ the situation or ‘warn their people. If the problem persists, then he will take a threatening or punishing measure. Sometimes, he will quickly calculate the loss and ask his people “Now, who is going to bear this loss? If this happens again, I need to deduct it from your salary”. When the problem recurs, his people will try to cover up and hide it under the grey area. Now that they learned to ‘manage’ the problem by themselves. It either escapes the department or gets caught somewhere downstream at a later point or gets through the process and reaches the customer. Then it comes back haunting the company and the manager in the form of customer returns, warranty losses, or poor customer satisfaction scores - leading to catastrophic damages to the company’s reputation.