In an environment riddled with bad customer relations, analysts have advocated a change that would make the public and private sector businesses see the need to begin to practise good work ethics that would invariably translate to a productive economy; BENJAMIN UMUTEME writes.
In Nigeria, many businesses and individuals have over the years behaved as if they are doing their customers a favour. Rather than the saying that the customer is king, they tend to think they are the king while their customers were to kowtow to their wimps and caprices.
This situation has affected many businesses with many struggling due to wrong customer relations or what experts call unethical behavior in workplaces.
Ethics
Ethics is the attempt to arrive at an understanding of the nature of human values, of how we ought to live, and of what constitutes right conduct. It can also mean an identity view of integrity, acting in a way that reflects your sense of who you are.
Public ethics is an attempt to find guidance for the right conduct in public service. Ethical behaviour means acting in a way which reflects a company’s value system.
Workplace ethics can be defined as the standard of conduct and sets of values within a work environment: Right attitude, correct behaviour, respect for others and effective communication in the work environment.
It can also be said to be a situation where a person who demonstrates ethical behavior demonstrates a strong moral code and a consistent set of values. Ethics can be rooted in belief or the pursuit of making the world better. Those who exemplify ethical behavior do the right thing regardless of whether they get credit for it. This sort of behavior is not limited to the workplace; it can be present in every facet of life.
In a business setting, ethical behavior applies to any employee, team lead or supervisor. They should display behavior that is honest and fair in their relationships with co-workers and their clients.
Displaying good ethical behavior can boost company morale and client relations. It’s easier for a business to retain employees when they work for a company that they believe in. Employees want to work for companies that treat everyone and their clients fairly and have good and ethical business practices.
A high ethical standard extends to customers as well. A reputation for positive ethical behavior entices more potential clients, customers and partners to work with you. It also builds customer loyalty over time, creating a customer base that is likely to refer your business to others.
Right work attitude
Speaking at a recent Bureau of Public Enterprise (BPE) Servicom Day symposium, the Director-General, Ayodeji A. Gbeleyi, noted that the increasing need to deliver quality service to Nigerians for greater impact, public service employees must be willing to embrace the right work ethics.
Speaking on the theme for the 2024 SERVICOM Customer Service Week titled “Above and Beyond,” the DG said that attitudinal and behavioural ethics in the workplace play a pivotal role in shaping organisational culture, driving employee engagement, and fostering trust among stakeholders.
According to him, these ethics help to create a positive and productive work environment.
He said, “We will reflect on the various ways to foster and navigate the right ethics that can reshape our work culture, ensuring we derive value from our efforts and expertise. The impact of these ethics can be far-reaching, influencing employee behaviour, organisational culture and overall service excellence.
“This theme highlights the importance of frontline service providers, emphasizes team spirit within the workforce, and underscores its positive impact on the Bureau. More importantly, it raises awareness of the value of excellent customer service in our operations.
“The Bureau is committed to delivering on its mandate, and we pledge to uphold our core values (Integrity-Transparency, Professionalism, Accountability, Result-Orientation and Teamwork (I-PART), which are aligned with the goals of Servicom.”
Customer satisfaction key
In the same vein, the National Coordinator/Chief Executive Officer Servicom, Mrs. Nnenna Akajemeli, noted that as the service delivery expectation of Nigerians continues to rise, going above and beyond should be the watch word of all government employees.
“Service is not just about meeting basic needs; it’s about creating memorable experiences for stakeholders that foster loyalty and trust.
“A positive attitude among employees fosters collaboration, enhances communication, and promotes a culture of respect and support for staff, and stakeholders.
“…let us note that ethical behavior shapes not only the reputation of an organisation but also its internal culture, employee morale, and overall effectiveness. These play pivotal roles in influencing workplace dynamics and outcomes,” she said.