Develop Strong Customer Service Through Learning Organizations

Organizations full of empowered and skillful employees will have greater maneuverability in a fast changing business world. The inflexible organizations of the past have begun to fall apart under the new financial constraints. These organizations were not porous enough to handle the tidal wave of changes that have bombarded their organizations. Eventually the walls broke and the organizations were swamped with billions of dollars of loss.

These losses have forced many businesses to close their doors as well as have made organizations rethink their structures and processes in order to develop stronger companies that learn to bend instead of bust. However, this can only happen if the organization's executives and planners make a concerted effort to develop, train and build strong talent.

One of the best outcomes from developing a learning organization is strong customer service abilities. These abilities develop because employees have talent, know how to solve customer issues, and can work well with limitations for the greatest impact. They are much more tactful then the scripted employees that swamped customer service programs for years. The new leagues of talented employees have the ability to adjust their service based upon the needs of the customer, organization, and economic realities.

Learning organizations have the ability to adjust their processes to the problems the world is facing. They have greater insight into the abilities of the organizations, as well as customer's needs, and can make do with much less. They are more in tune with the environments in which they work. If, due to lack disposable income, customers change their needs from companies these talented employees have the ability to change quickly, leave the script, and provide great service within reason.

Before an organization can hope to develop such strong learning organizations and enhance their customer service programs they will need to reform their recruiting processes, their training, their compensation structure, their reward systems, and minimize top-down management styles. Employees must have a balance between using their creative skills and enough structure keeping them working in the right direction.

This balance is not easy to achieve due to the general inabilities of organizations to find the right mix between oversight and under sight as well as finding employees who are committed to their jobs. This is one of the reasons why we will have a talent shortage and loss of intellectual capital within the U.S. As the world changes and new challenges arise organizations will need to be much better at developing what they currently hold in terms of abilities.