Skip to main content

Employee Attitude - An Asset or a Liability

Human resources management is a very important pillar in the functioning and prosperity of an organization because it deals with the most dynamic and important resource of all i.e. People. It is the responsibility of the senior hierarchy in an organization to instill in the employee’s the beliefs and values of the organization, and also to make sure that everyone is bound by them. But unfortunately, despite extensive training and grooming of employees, one thing that backfires if not attended- the attitude of employees.

Due to globalization, markets have grown larger and the world has become smaller. Business between continents has increased manifold leading to exchange of ideas, concepts and processes. But improper implementation of techniques without considering the 'local factors' leads to adverse problems for organizations. For e.g. attitudes of employees towards their customers in Europe should be different to those in India, as the customers have different set of queries, problems, culture and backgrounds.
Employee Attitude
One major example of wrong employee attitude towards their customers leading to loss of brand loyalty is in the services industry. Mobile service providers like Vodafone, Airtel, Loop etc have the issue of their customer service executives not having the right attitude towards the problem-ridden customer. Employees are often busy in non-productive activities like chatting on phone, delaying  attending unattended customers, having an extended lunch session etc which causes a sense of frustration amongst the already grief-stricken consumer. Above that, failure to find a solution to the existing problem by causing a delay, further adds to the agitation of the customer. Such a negative experience affects the customers and it leads to a spread of bad word of mouth of the entire organization. And all this only due to the wrong attitude of the customer facing employees.
Similarly, DTH service providers like Tata Sky, Dish TV, Airtel TV etc also have a problem of not being able to find answers to customer problems inspite of promising to do so.
On the contrary, Global brand McDonald's, make sure that all its customer-facing employees are well equipped to handle queries of customers and provide them excellent service, thereby leading to a positive buzz in the market.
Sometimes employees have an attitude problem which arises out of the competition within an organisation. This also weakens the team dynamics, thereby causing a problem in the functioning of a business.
Thus, attitudes of employees towards their customers should be a matter of serious concern for the senior management as, for the service industry, a customer touch point is their marketing. Despite the fact that an organization may provide the best product in the industry, there is one pivotal factor in the mind of a customer which may damage that company's image- 'wrong employee attitude'.


Popular posts from this blog

Behavioral Targeting

What is Behavioral Targeting?
It  refers to a range of technologies and techniques used by online website publishers and advertisers which allows them to increase the effectiveness of their campaigns by capturing data generated by website and landing page visitors. When it is done without the knowledge of users, it may be considered a breach of browser security and illegal by many countries' privacydata protection and consumer protection laws.

Why Learn Behavioral Targeting?

How Behavioral Targeting will help my business Grow?

When a consumer visits a web site, the pages they visit, the amount of time they view each page, the links they click on, the searches they make and the things that they interact with, allow sites to collect that data, and other factors, create a 'profile' that links to that visitor's web browser. As a result, site publishers can use this data to create defined audience segments based upon visitors that have similar profiles. When visitors return…

Explore SMM tools to make you grow further and succeed in the digital world

Social Media Marketing (SMM) has arrived. We need to make use of some key tools here. We bring information about these to you.

1# Later – Instagram Scheduler Later is known as premium social media marketing tools to plan your visual content marketing.It’s an easy-to-use tool to schedule and manage your Instagram posts via any devices such as the computer, iPhone, tablet or android so that you can manage your account from anywhere. It has an ability to add team members and this is a keynote in this particular social media marketing tool.
Pricing: Free Plan: Available It has afree plan that allows you to publish up to 30 posts and 2 reposts per month on an Instagram profile. There are also a couple of things such as it helps to socialize with Facebook, Twitter, and other marketing tools as well.
Other Premium Plans: For Individuals: 9$ For Businesses: 19$, 29$, 49$

2# Oktopost – Social Media Management aimed atB2B Marketing Ocktopost is a social media management tool which is specifically design…


Is there any time in our Life where we are not Learning...???

if that's SO then how come we all are not Inspired and Excited about Learning?

How to combine the two Fun and Growth while Learning?

In previous times, before the trend of e-learning resources like studying management techniques, individuals who wanted to create educational material either to offer or for use within an company created paper-based material like guides, and rich the program with movie and sound material. Of course, publication posting, is still a big business. And the idea of generating an income by developing knowledge to be used in an educational or professional setting is still interesting for many individuals.
The conventional education and learning where a undergraduate gets to fulfill a lot of person & return his or her concepts is something that is losing with the e-Learning factor. There is just no physical contact & everything is just, exclusive when you discuss of e learning So, it is al…


The Internet is the new lifeline to people and social networking sites have become intensely popular. This is the time when websites and blogs are the new identity address. It acts like an equalizer and eliminates geographical restrictions over emotions or opportunities. However, even this great system is not devoid of problems. The most intense threat in this case is hacking. What is hacking?  It is basically a technological process using which people, other than the owner of the blog, social networking page or website, might get access to these pages without the owner’s permission. With the various tools and computer language scripts that are being developed, Hacking is also gaining momentum. Here we can attempt to enumerate some anti hacking tips that might help people to prevent their blogs from hackers. ·    Update – New version of the blogging software is released to overcome the problems in the older version. Get in the top of the game by constantly updating your blog page to the…

Obama success via Link-spirals

How were Obama & Romney Competing in Digital space

2008 was the hallmark for use of Technology in Politics.Worlds Politicians shifted their attention to Social-media not because they were fancied by it but Politicians understood their presence and engagement with the new breed of citizens via Digital medium is Vital.

One of the finest mix of digital communication channels that even the techo-wizards are wondering TheDigital worldknows of Link wheel a normally used slang in digital-domain for linking their website with their own online properties by wheel-spoke arrangement.
The Secret is now out its not the Link Wheel but Link Spirals that Mr. Obama and his Genius Designed and Executed systematically. Politicians are now devising the Digital strategy as an Integral part of their Campaigns to ensure their win in polls.
Online Consultants have conducted enough Deep Research and have come out with the Best Practices Guide for Politicians going for Polls which enumerates detailed Do's a…