Khin Maung Nyo (Economics) - To satisfy the poor

To satisfy customers (1)

Efficient and effective

Mobilizing frontline workers

• Choose frontline employees who will do anything to please customers. Train them, reward them.
• Give them full authority to resolve customer dissatisfaction within the framework of the company's policies.
• Make it a point to ensure that the first responsibility of supervisors and managers is to help frontline employees.
• Assign responsibilities to supervisors and managers to ensure they have regular contact with customers and frontline employees.
• Establish a specific procedure for identifying and reporting customer dissatisfaction regarding sales and production.
• Always observe the dignity and conduct of frontline employees to determine whether they understand their job, fulfill their responsibilities, and are satisfied with their work.
• Always monitor frontline employees and supervisors to ensure that all customer dissatisfaction is resolved by frontline employees and not escalated to supervisors or higher management.

To satisfy customers (2)

Efficient and effective

Selecting frontline staff

• Put decision-making power in the hands of frontline employees, train them, and reward them, so that the employees you choose will be satisfied and rewarding.
• Identify the basic skills (such as friendliness, hospitality, etc.) that a frontline employee needs to succeed in their workplace. Identify the (non-standard) traits that a frontline employee needs to succeed in the organization.
• The Human Resources Department, Employment Services Department, or other application-receiving department should be aware of the above qualifications and only send those who meet those qualifications.
• Take the time needed to systematically interview the applicants and select the best ones.
• If possible, have one or two of the best frontline employees in the business interview the applicant.
• Selected candidates will be able to understand the unique circumstances of customers and interact effectively with them.

To satisfy customers (3)

Training to be a good frontline worker,

• Select, promote, and prepare frontline employees to understand and apply the lessons learned from the training.
• Train frontline employees carefully. Make sure that the lessons learned from the training are fully aligned with the way the business operates.
• First, train managers and supervisors to fully delegate the responsibility of resolving customer needs and complaints to frontline employees and to always support them.

• Train employees to understand that customers are not the ones who come to cause trouble, and that the goal of the employees is not to make sales, but to keep customers happy.
• Practice never arguing with customers, and focus on what you can solve in the moment, rather than dwelling on the issues that have caused frustration.
• Practice one-on-one, successful, and smooth communication whenever you meet with a customer.
• Provide training in easy, tangible ways to solve problems.
• Train them to observe, listen, ask questions if they don't understand, and feel empathy.
• If possible, supplement regular training with assistive devices.
• Regularly conduct refresher courses and modern development courses.
• Provide lessons learned training whenever necessary.

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