Reality Bytes - Wired Perspectives #AnandKumarPadmanaban

Have you ever wondered why some of your team members are extremely good at customer service while others are below par ? Motivation, Skills and Experience play a large part in this ...Motivated and de-motivated employees often do their own thing, it's their manager who either encourages great service or does not. If the manager rewards those who go out of their way to serve customers, others will see the benchmark of the level of service expected, unfortunately the converse holds true as well. It is inconsequential whether you have internal or external customers, there is always room for improvement. Even some of the most luxurious hotels in the world - Waldorf Astoria's and the Burj al Arab in Dubai, require their staff to go through rigorous training each year where behaviors are studied and feedback provided for betterment of customer service. What are you doing as a manager to ensure all of your staff are improving? Are you having discussions about customer service at each

Do do you lead by example? There was a colleague of mine who used to tell everyone on his team to stay late, and then leave promptly at 5:30 p.m. There is also the typical manager who criticizes everyone for spending time on the Internet, but is discovered shopping online during working hours. We also may have come across finance teams who advise austerity but then splurge on something else Do you know any of these people? One of the worst aspects for sagging company morale are leaders who practice the "I dont walk the talk" approach. When this happens, you can almost see the loss of enthusiasm and goodwill among the teams and being replaced by cynicism No matter what the situation is, double standards - witnessing people say one thing, and then doing another - always are big let downs. If this ever happened to you, you can probably remember that sense of disappointment and letdown. If you're in a leadership position, then you know that you have a responsibility to your t

How many of us think that we have been treated unfairly at sometime or the other ? Do we also think if we have been fair in the process of judging or understanding the situation or issue ? Unfortunately, there are many of us in the world. This has become a culture in fact. Looking at it deeper, I believe this came about because of the rampant mistrust among people. We live in a time where all kinds of people are on the loose in society. This I believe has spawned a shield around people that automatically goes off in the presence of individuals we dont know well. This in turn has created more misunderstandings and stirred fear in our hearts. Now I wonder if the world will ever be healed of this fear and distrust that makes us judge others unfairly. It takes a lot of effort from us but it surely must be done if we want our society to thrive in peace and care which in turn can foster love. What I realized from my experience is that I have to heal myself too before I could confidently say