Do you find that your employees are happy, but your customer satisfaction is lacking? If you’ve found that your customers aren’t so thrilled lately, it’s important to take a step back and consider what areas of your organization could use some improvement. And, just because your employees appear happy does not mean there are no personnel changes to make. Your team is the first place to start when it comes to customer satisfaction efforts.
Here are some practices to consider implementing as you seek to make your customers happier:
Invest in a sustained employee training program.
When your employees are highly equipped to perform their jobs, they will be able to serve your customers and provider better a superior customer service experience. Investing in a sustained training program that keeps your employees engaged in the learning process is critical for fostering a team that’s committed to customer success. This involves training initiatives that exceed standard onboarding protocols, but rather, encourage your team throughout the year to continually develop new skills, enhance their abilities and expand their knowledge base. When your employees are given the tools to succeed, this will inherently carry over to customer service.
Revisit your hiring standards.
If you’re failing to hire the highest quality employees, it’s going to affect your customers ultimately. Negative customer feedback is a significant sign; it’s time to revisit your hiring standards and evaluate the types of employees you’re bringing on board. Some steps to take may involve revamping your recruitment methods, changing your interviewing process or reconsidering candidate qualifications. By re-evaluating all your hiring practices, you can improve the quality of talent you bring on your team, which in turn, will improve interactions with customers.
Regularly provide feedback.
You can’t expect your employees to reverse poor behavior if you don’t provide adequate feedback regularly. Fostering a sense of open, two-way communication will allow you to address issues with employees before they become problematic to the customer experience. This will also help your employees to recognize the impact of their actions on customers, preventing negative performance from becoming habitual. By promoting an open and honest exchange of information, you’ll earn greater respect from your staff while paving the way for more positive customer experiences.
There’s no magic bullet for automatically improving the customer experience; however, making internal changes that are within your control is the first step to happier customers. Incorporating the practices above into your organization will result in two major things: better employee retention and customer retention. It’s a win-win!
Ready to grow your team? Contact The Liberty Group, an executive search and staffing firm serving 24 cities and their surrounding markets nationwide.