Check for Understanding: How Loyal Employees Impact Customers - Exercise

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Check for Understanding: How Loyal Employees Impact Customers - Exercise

Check for Understanding: How Loyal Employees Impact Customers

Duration: 5 to 10 minutes.

In this exercise, please respond to the following questions:

  1. How does taking responsibility quickly for your errors improve employee loyalty?
    1. When problems don't have time to fester, everyone involved can move on quickly.
    2. Once errors are acknowledged and corrected, workplace tension is lessened.
    3. A workplace without tension is a healthier environment to work in.
    4. Employees are happier and more loyal when they have healthy environments to work in.
  2. What can you do to help insecure, vulnerable employees become loyal employees?
    1. Find out why they are insecure and do what is necessary to remedy that feeling if possible.
    2. There is nothing you can do, you might as well let them go.
    3. Give them all a raise.
    4. Give them all a three-week paid vacation.
  3. Read the following scenario and respond to the questions that follow: When Susan arrived at work one morning, she was surprised to see her co-worker Paul yell something into the phone and then slam it down. She asked him if that was a customer he was talking to. He said, no, it was his ex-wife asking for more money. The phone rang again, and Paul answered it with a curt greeting and proceeded to talk quite rudely to what was obviously a customer.
    1. What should Susan do at this point?
    2. How can Susan support Paul and help him improve his attitude?

Solution:

  1. A, B, C, and D.
  2. A. Find out why they are insecure and do what is necessary to remedy that feeling if possible.
  3. Answers will vary, but should include the tone that Susan heard and what she thinks the customer heard. Susan should mention that she would be happy to take the next few calls for Paul if he wants.