Diversity and Job Satisfaction

Case Study

Silvan Container Works case underscores a group of customer service representatives (CSRs) that lack diversity and satisfaction to do their jobs. Part of the problem is that the employees in this department have similar attributes, including being native born with some experiences such 10 years. This makes it a workplace that lacks consistencies, diversity, and other elements that might improve the performances and other attributes (Sania et al., 2015). Therefore, the focus is on how the individual employees can address the diverse needs of the diverse customers when they are fixated at what they already know. Addressing the challenges within the company’s CSRs underscore the need to diversify their operations and make it possible to advance the outcomes and frameworks.

In this regard, the risks and threats in the company’s customer service has resulted in the launch of various customer relationship management (CRM) system challenges and complaints. It is crucial that the management and leadership understand the source of the current conflict, which is lack of diversity in experience, background, education, and other social and cultural stratification elements (Madera, 2013). The problems emanate from the lack of assessment of the potential harms that the hiring system at the customer service department can cause, including the frameworks and modalities for advancing the social and cultural implications and complications. However, the company can still revitalize the agency and make it possible for the customer service segment to have diversity of communication and knowledge elements that can appeal to various backgrounds, concerns, and issues that arise.

Thus, the employees at the department should be restructured and diversified based on the customer background. These elements are most likely to achieve the sustainable outcomes and frameworks in the long run. Thus, instilling value-based sustainable diversity and advancing the training and other methods of job satisfaction interventions can be the most crucial intervention in the long run

References

Madera, J. M. (2013). Best practices in diversity management in customer service organizations: an investigation of top companies cited by Diversity Inc. Cornell Hospitality Quarterly, 54(2), 124-135.

Sania, U., Kalpina, K., & Javed, H. (2015). Diversity, employee morale and customer satisfaction: The three musketeers. Journal of Economics, Business and Management, 3(1), 11-18.