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Driving Customer Satisfaction through spiritualizing the workforce

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With the surfacing of new age, there is requirement for holistic development in all areas of human activity, be in personal, physical, emotional or social aspect.  Every human activity is circulating within this network of 4 key factors holistically. The concept of satisfaction and dissatisfaction felt by a customer is driven by these influencers.

Driving customer satisfaction through spiritualizing the work force actually speaks about customer satisfaction through ESAT – Employees’ Satisfaction. This can be put into action when we   provide a framework and create life-nurturing conditions to bring together diverse group of stakeholders and employees to share their ideas and insights in order to create collective wisdom and energy. This platform can be an initiative to bring together and work in their humanness around their common interest or concerns to bring positive change.

Shivi Verma, Author and Writer, Life Positive,  has been supporting the philosophy of bringing spirituality at work, with workplaces fast becoming increasingly toxic; he has demonstrated 11 spiritual laws that can help the employees to retain their energy, enthusiasm, and to remain motivated and productive, and this is true. The moral of self- control, culture of gratitude, willingness to help and self realization in rational ways are important before we serve our client. Spirituality is the medium which will help us to resolve the problems and expand our strength, efficiency, dynamism, endurance and acceptance. In short spirituality can help us to handle any problems with wisdom and discrimination, eventually it will reflect on our action in dealing with our customers or clients.

Spirituality enables us to handle a situation even when the situation is untenable in a calm manner. Azim Jamal has rightly quoted “Align your life purpose with professional purpose” this can be apply to all of us who are into customer service, in fact everyone of us are involved into customer service in one way or the other. The person who is offering service to the customer has to align his life’s purpose with his professional purpose; this fusion will surely motivate the person to take up responsibility for his or her happiness through logical and scientific reasoning. He or she will be more proactive to discover the alternatives to get the solution of a problem rather than worrying and become the house of negative energy.

Being in the customer service it is significant to put the priority right. There are a few questions one can ask oneself such as: What is that I am looking for in the work place? Do I really feel called upon to do something to serve humanity or customers?  Etc. As a customer service professional it is important to ask these questions within ourselves and get the answer right. If I am looking responsibly to help or serve others at work place (which is also an inner call for me) I will surely be happy to take up the responsibility, and there would be no scope for tension and unhappiness. When there is happiness it automatically reflects on the service we offer and thus we can drive customer satisfaction at the end.

There are 4 guiding principles to achieve spirituality within to be successful at satisfying customers.

  • “Respond instead of Reacting” as rightly quoted by Stephen Covey . This principle helps us not to be judgmental and avoid taking things personally. Yes, at times we have to react in some situation when our reputation is in danger. It will greatly help a person who is into customer service to develop this attitude of responding and not reacting. Needless to add, this needs a great deal of practice and is closely related to spirituality because the statement quoted by Stephen Covey was an extract of Buddha’s Insights.
  • Happy employees bring about growth in productivity, and in turn, growth in productivity is related to the quality of our service. Employees need to cultivate self–worth and confidence. It can be done by improving self esteem with self praise and loving oneself, and learning to love negative criticism. The principle of self- praise and loving our own mistake and negatives is all about spirituality.
  • Right way of communication is the basic foundation for excellent customer service. Right way of communication is a product of inner calmness; it also refers to knowing when not to communicate by insulting ourselves with gossip and politics. That’s how customer service representatives can learn the technique of avoiding negative comment or negative answer being passed to the customers.
  • Integrity is the fourth. When we compromise our integrity, we lose touch with our inner soul, as a result of which our conscience and intuition stop working and thus we will not be able to do respond ethically.

 

With spirituality at work one can achieve patience, rational thinking, the strength to assess which way the wind is blowing, and overcoming weakness and emotional balance which ultimately helps us to give good service to others.

 

Joy Nongths

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