True Happiness Is In Service
Have you ever wondered why you feel so happy after assisting someone to solve their problem or when you help an old lady by carrying her heavy luggage? How does it make you feel when someone says “You have made my day!”? Something inside of us leaps for joy when we are of service to others. Perhaps, Albert Schweitzer said it best when he said “I don’t know what your destiny will be, but one thing I know: the ones among you who will be really happy are those who have sought and found how to serve.”
Service Sustains Organisations
Organisations are created to serve people and meet their needs for a profit or non profit. An organization that stops serving, commits suicide for no organization survives if it stops meeting the needs of its customers. Many times, when organizations are at the helm of success, they become complacent and forget the WGYTFP factor (What Got You There in the First Place).
Service Raises Happiness Index
More and more organizations are becoming sensitive to the Happiness Index in their organizations. This index is a measure of how happy employees are at work. The Happiness Index is significant because it has a positive correlation with employee productivity and organizational success. One of the major elements that creates happiness in employees is being able to be of service to their customers. Employees are happy if they have to provide more solutions rather than excuses, if they receive more compliments than complaints or if they have to tell customers about how they solved their problem rather than reasons why their problem can not be solved. It motivates employees to serve customers if the organization has systems and processes that support and enhance service delivery rather than systems that ‘sabotage’ service delivery, or has policies that are customer centric rather than policies that only spell out what the organization can not do for the customer. The list could go on and on…. Here is the point; people want to be bearers of good news to their customers not bearers of bad news. Employees need to be capacitated through systems, processes, tools of trade etc which are a foundation to the frills of the smiles, thank yous and general customer service courtesy.
Being a bearer of bad news to your customers can be likened to the customer rejection process in the sales cycle. Facing rejections puts a dent on one’s self esteem. The same is true in service delivery; as employees continuously face rejections from their customers in the form of complaints, their self esteem and assertiveness is affected. This is not to say employees should use this as an excuse to offer poor service. One should always look on the bright side and do the best they can under the prevailing circumstances. So how does giving good service contribute in making an employee happy and raise the Happiness Index? I have come up with the cycle below which I have called The Customer Service Self Fulfilling Cycle to illustrate how providing good service can make both the employee and the customer happy.
Customer Service Self Fulfilling Cycle
To Your Service Excellence!
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