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Employee Frustration in a Customer-Based Organization

Guest post by: Jennifer Loftus

Article Overview: By now we all must have heard of the infamous Steven Slater formerly of JetBlue, whom made a vivid exit from his place of employment after reaching his breaking point on the job. While many employees who have had their fair share of frustration on the job applaud his approach…many wonder what caused a man who had a 20-year career in customer service to end it as dramatically, and unexpectantly as he did. In this edition of Astronology, we take a look at the customer-based frustrations employees face.

Employee Frustration in a Customer-Based Organization

Where is the Frustration Coming From?

Recently, the Conference Board reported that the U.S. worker job satisfaction is at its lowest point in the past two decades. Granted a lot of the job dissatisfaction is a result of budget cuts, and the shakedown from the recent economic downturn all organizations have been faced with in recent years, there are maybe other factors that could be pushing employee's buttons. · A World of Instant Gratification Coupled with the "Customer is Always Right"

Everything in this world is instant, instant messaging has replaced regular mail and even e-mail. We drink instant coffee and see movies On-Demand instead of renting via stores. No one waits for anything anymore. As a result when dealing with customer issues, many customers have developed an instant demand attitude when reaching out to organizations for customer support. The very thought that a customer must wait a little longer than usual can cause a less than positive response from a customer.

· Unclear Communication

Heard a rumor that there would more pink slips? No raise? Didn't receive the latest meeting notes from the departmental meeting? Unclear communication within an organization can make employees uneasy and thus give major impact to their professionalism.

· Caregiver/Family Stresses

Nothing worst than carry-over stress from home into the work environment! Many people point to Mr. Slater's stress in caring for his ailing parents as factors in his eventual blow-up at Jet Blue. Recent surveys have surmised that care giving is causing stress to employees and their organization. In an environment where pressure is high and there is a constant need for instant production, this can be a recipe for disaster.

What Can Be Done?

Job dissatisfaction can be eliminated. Besides giving employee helpful seminars in combating dissatisfaction factors, showing genuine concern to an employee's well being can help. In the economy we find ourselves in today, some unique gestures to demonstrate true concern could include flexibility in work hours, telecommunicating options, and business coaching/ training. Astronology has offered articles in the past in how to show employee appreciation and motivation. Such articles include: Winter Blues: Motivating Employees; Employee Engagement: How to Keep From Boring Your Employees; and How to Strengthen Your Organizational Communication Practices. Feel free to read these past issues and more in Astronology's archive listing!

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Article Tags: budget cuts, caregiver, customer issues, customer support, decades, e mail, economic downturn, frustration, genuine concern, instant coffee, instant gratification, instant messaging, job dissatisfaction, job satisfaction, movies on demand, professionalism, seminars, shakedown, work environment, worker job



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