With one quarter of employees actively disengaged, we can only do better. That includes internal customers who have a direct impact on the external customer experience. To do so however, takes intention and an infrastructure for active social engagement and communication.
Some of the excuses not to train are: Employee Training Teaching personnel should train employees on the importance of meeting the needs of all customer groups. After all, word of mouth advertising is not only free, but possibly one of the most credible forms of advertising.
The argument for this position is rather simple.
Don't jump to conclusions without examining trends over time. Corporate social responsibility is a hot topic today — perhaps the community at large is most important.
If you take care of your employees, they will take care of your clients. So, if there was an error in the registration process, it had a direct impact on the billers.
They went up against other creative meeting and event planning companies. The economic impact of passive engagement and complete disengagement is potentially devastating on the horizon.
Survey Your Customers Another way to gauge service levels is to invite customers to give you an honest assessment of the type of service you and your employees provide.
For instance, if a purchasing agent is waiting for a department order, that delay can affect the ordering process, which can result in the order not arriving in time for a customer. Years ago I worked with a client who had an internal event planning department.
Do you give them a say in problem solving and take risks based on their input? These costs do not come in the form of line items, so they are often ignored or unseen. I have been a part of far too many turn-around projects where employees were put second… and even fourth in some cases.
Who interfaces with the customer when they are upset? Employees need to feel valued and appreciated for what they bring to the table. After all, good service works from the top down, and employees who are specifically trained in the art of quality customer service are far more likely to represent your company in the way that ensures satisfaction and repeat business.
Several high-profile companies have been in the news of late, finding themselves in the spotlight because of poor customer service policies. Provide customer service training: Let me ask a few questions to shed light on this: What Is Customer Service? Tip Customer service is important to reducing turnover.
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This includes how quickly your phone is answered or your website or email questions responded to, how many cashiers you have on busy days, how generous your return or exchange policy is, and how you handle irate customers. On the flip side, if you neglect your customers, this represents an incentive for them to shop with your competitors.
Moderate the session to offer your take on what the role-players did right and where they can improve. Who hears ideas from the field for new products and services?
After all, existing customers already know you are a trustworthy company with products or services that are beneficial. This is really just a concept to get you thinking.It is this proven relationship that gives weight to the concept that ‘employees are more important than customers’.
Service Quality Service quality is a major keystone for. The more customers you have, the more important retention is. The key statistic to keep in your mind is that 80% of your company’s future revenue will come from just 20% of your existing customers.
2. CUSTOMER SERVICE MATTERS MORE THAN PRICE. When studies and surveys have been completed, they continue to find that a large group of consumers say that customer service is much more important than price. To get the right experience, they are willing to pay more.
[Tweet “Customer service is more important than price.”] 3. A major airline says there's something it values more than its customers, and there's a good reason why. The important part of customer service is in keeping the customers once you bring them in.
It costs significantly more to attract new customers than it does to take care of the ones you already. However, the question remains, “Who are the most important stakeholders of your organization?“ The usual answer to this question is either the customers or the financial shareholders.
The answer I almost never hear is “the employees.” I have a two-point theory about these answers: 1) The customers and the shareholders hold the most power, so they are the most vocal.Download