The true image of an organization lies in  the customer service unit.  




![](https://images.ecency.com/DQmYJPfKK3wbqfnVreW5T3tcQ5jaChxoBFR3x3g5qCewHHd/img_20240320_192158.jpg)



The customer service units play important roles in an organization.  The growth and development of the organization relies on the unit.  Everyone happens to depend on the customer service units for effective service delivery.  When this unit fails in its primary responsibilities then the organization stands a chance to fail.  


The customer service unit relates with the general public and hence they have direct contact with people hence every feedback about the company emanates from the customer service unit. 


However,  in my country, I have had several shares of my experiences with customer service at some organizations.  Putting them all together,  I would say that I have had bad experiences with financial institutions known as banks. Their customer service representatives seem to be having an altercation  with the people.  One of the experiences I had with them wasn't quite funny as it resulted in verbal abuse till the manager came to intervene. I have heard from the people how disrespectful those attending to customers in banks behave.  They complain about their nonchalant attitude toward their work and to the customers as well. Most times you won't find them on the seat and most times you will be ignored when seeking their help.  At times they will leave the job of attending to customers and be doing their personal businesses.   All of these are against work ethics and it hampers the growth and development of the organization.  Hence,  the management of these organizations should look deeply into this issue and sort things out before it gets out of hand. 

![](https://images.ecency.com/DQmSEfc7mZFiK8h4jsEPPmfEn689xvpdfu1v5mnsgEHutg9/1710959224837.png)


*How to mitigate poor customer service*


**Recruitment of staff should be done by recruitment agencies**

Recruitment agencies should be contacted to carry out recruitment of staff to the organization.  The qualified candidates alone should be given the job. Additionally,  the recruitment processes should involve the test of emotional intelligence and resilience because dealing with the public will require one who is able to withstand the different character dispositions of the people.  


**Good wages**


Organizations should look into the salary structure of their workers and make adjustments where necessary.  The economy is getting worse everyday hence the take home of workers should be reviewed upward.  Without a good salary,  workers are likely going to attend to customers based on what they stand to achieve at the end of the day. 


**organizational ethics**

Organizations should make it clear that customers are the first in every situation so they should be attended to first before any other thing.  Most companies are not customer centered hence even the employees do not have that in mind while dealing with the people. 


**penalty for defaulted employees**

Any customer representatives who are found disrespecting a customer should be dealt with so that other workers can learn.  


In all of these, customer service 

representative units should be properly looked into to avoid bad reputation of the organization. 


![](https://images.ecency.com/DQmSEfc7mZFiK8h4jsEPPmfEn689xvpdfu1v5mnsgEHutg9/1710959252960.png)

![](https://images.ecency.com/DQmYg6MAmBtdWLT47acKzkq5LH1ao6eVMtxU2d97zJUVxdU/1710959294680.jpg)



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