The culture of a company or organization can have a direct impact on its customer service levels. If the corporate culture is one of respect and dignity, where employee involvement is fostered at every level, then you can generally expect customers to receive a higher level of service. In these situations, employees care about the customers because they care about their job. Yet, too often companies take the other road and fail to engage their associates, and make them feel like part of a team. This in turn leads to poor customer service.
So if you’re in a position to do so, then how do you go about motivating your employees? This is a complex problem, but it starts by treating them like human beings. Listen to their input and feedback, and if applicable, apply what they’ve said. In short, anything you can do to help make them feel valued will go a long way to improving your customer service levels. Motivated and enthusiastic employees are more willing to take care of a customer, and see to their needs. Many experts point out the correlation between “best place to work” statistics and “best customer service” statistics. The trick is to have your company or organization score high in both, and with these tips, you’ll be on the road to doing so.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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