Sev Zap AKB

It is possible to achieve a high quality of service (from the point of view of the organization), brought to automatism (and automated), but without noticing a specific client. In this case, the priority will be service standards, not customer experience and loyalty. The main thing is accuracy, speed, productivity, repeatability. In practice, these are the characteristics of the conveyor. The question of whether the client will return tomorrow, whether his problems have been resolved, whether he is satisfied with the service, remains behind the scenes of the “quality service” process.

The employee's perception of himself as a subject whose professional and labor activity affects the overall performance of the enterprise and determines the strategy for its development.

Conscious acceptance of personal responsibility for the common product of the organization's joint activities. A conscientious attitude to their production duties becomes the norm of employee behavior. Public opinion is negatively disposed towards manifestations of fictitious labor activity.

Orientation of the employee to the search, development, selection and implementation of the most optimal ways to carry out their activities. Employees develop a sense of responsibility for the quality of the product and generate an interest in improving it. Labor activity of any kind acquires a creative character, which creates a general atmosphere of enthusiasm for one's work.

Professional and labor activity has a positive effect on personal development.

Feeling of mutual adequacy of personal and collective criteria of one's own value. The success of an employee as a result becomes the basis for both self-respect and respect from colleagues. The efficiency of business interaction is increasing, which is an objective condition for establishing friendly interpersonal relations in a team.

An example of this situation can be large companies that strive for high-performance processes, including customer service. And if yesterday it was their advantage, today, due to the growing demands of consumers for individual service, it is rather a competitive weakness.

As a result of such client service, the client is forced to listen to the voice of the autoinformer: “Thank you for calling our company, all operators are busy now, you will definitely be answered in the order of the queue.” Everything is in line again! Isn't it true, motivation arises (hang up), satisfaction does not.