Government policies influence attitudes

There has been some talk recently about the poor quality of customer service.

This has much to do with some employment policies in place as well as attitude.

When people have the knowledge that – in spite of good effort on their part, a dedication to their job, training, perhaps promotion if they work well and a reasonable attitude toward customers – they will be rolled over in a seven year period of time to seek employment elsewhere; what are the incentives to ensure ongoing customer satisfaction?

Workers need more security than that.

And that security makes itself known in attitude. Without it, it’s just a temporary job.

Do you follow the logic?

Other problems involve people who have achieved status.

The thinking on many of their parts is that because it is so difficult and expensive for an employer to replace employees who don’t fulfil their jobs properly they are in some ways bullet-proof.

Therefore their attitude is, who cares, try and fire me.

The work permit situation is also one that lends itself to below average customer relations. Because the permits are held by the employer, and not by a government agency, which makes more sense, many employees are abused by their employers; unable to rectify this abuse without jeopardising employment and without a minimum wage, workers adopt a justifiably resentful attitude and this trickles down to customer service as well.

A. Creasey

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