¶ … customer service as adopted in the U.S. And China. It has 5 sources.
In layman's terminology customer service could be defined as the way an organization keeps its customers happy. However, in reality, this is different and more complex as one go into the depth of the definition of customer service. For some customer service is about keeping the customer informed while for others it is about assisting the customer when they want and the way they want it; and yet there are others who consider customer service is the all encompassing service that organizations provide to clients as they demand it. These perceived concepts of customer service although not wrong but does not actually define it in its true essence per se. The reason is intrinsically linked with why customer service is needed and what importance does it hold in our daily lives.
Customer service according to the researcher is about way the organizations span its service to ultimately cater to the customers as and when they need without losing the organizational objectives of service deliverance. The process of customers stems from the backend and transferred to the forefront to provide service to the customers as they desire it. While many of us take customer service for granted because we are indifferent to the bad service a bank caters to us, a slow fast food counter or a spoilt vacation at a hotel resort the phenomenon exist and corporations are thriving because of it. For consumers' customer service is an elusive phenomenon as most organizations concentrate on deliverance rather than on the style and value of the service. Managers and employees are busy strategizing on deliverance of service rather than asking the question whether their service is meeting the expectations of the consumers.
On the other hand one must also consider the fact that customer service is imperative in today's corporate world and for the consumer important for meeting their day-to-day needs. Ranging from catering food to banking transactions, we greatly rely on the expert skills of these service oriented organizations to meet our needs but most of all to make our lives easier. Thus, from both the management and the customer point-of-view, customer service is a component of the business that is needed by both the deliverer and the user yet its adoption is as much elusive.
This is even acutely felt when an organization is operating in the global environment. A bank in the U.S. would have to operate differently in China as it would have to be more attune to the needs of the Chinese consumers rather than the American customers even though its base and corporate governance is American. Thus, understanding the "need" is not merely about deliverance but rather comprehending and anticipating the needs from the cultural, social and economical contexts as well. But most importantly customer service in a banking industry is about trust, norms and traditions. These have to be followed in order to better satisfy the consumers.
Thesis statement
II. Earley and Erez's theory
In today's global corporate environment, management must be equipped in dealing with multicultural management techniques that would enable it to oversee the effectiveness and efficiency of running a global organization. But before that they must understand the importance of the value of developing a multicultural framework for management. Development of such an infrastructure requires management to concentrate on the process of management right from the internal structure towards the external structure. Management must concentrate on issues like human resources management in a multicultural environment by examining the nature of the employees' aspirations, their goals and objectives and their motivation to strive higher. These must be congruent to the organizational objectives yet at times one observes that this is not the case when management fails to identify with the local people.
Christopher Earley and Miriam Erez's book "The Transplanted Executive" [1997 p. 43-66] indicate that cultural values and self-motivation can play an important role in management effectiveness and can hinder or progress management planning implementation. Diversification therefore should be the main focus for managers who are working in foreign environment. The manager must understand the motives and the source of self knowledge play in his own strategies to be able to implement and encourage the workforce to integrate it into their own work environment. Yet according to the authors this is highly critical if and when managers are not able to communicate the need for implementing the strategies as they are meant to be. Communication therefore can be the source of hindrance for the progress of organizational progress when there is a cultural communication barrier between the culture of the management and that of the workers. To eradicate,...
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