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“Good customer service always translates to healthy levels of productivity in the workplace, so it is important that employees are well trained,” – Andy Core
Modern commerce needs a variety of factors in order to thrive in the globalised economy, which is characterised by economic and cultural liberalisation, intense competition, a multiplicity of brands, trans-border business operations, and greater trade in goods and services between nations and regions. That said workplace productivity has emerged as an important aspect of modern commercial operations because this factor enables brands and businesses to be productive and to survive in competitive markets. Productivity can be measured through various metrics, such as person-hours and business outcomes. In addition, we must note that the various outcomes of high workplace productivity can enable businesses to upgrade their levels of customer service in the modern world.
An effective workforce can ensure that the norms of customer service are upheld in every sphere of business operations. Effective workforces can be motivated by regular training schedules out in place by brands and businesses. This ensures that staff motivation levels remain high and that workplace productivity is attuned to high levels of customer service. For instance, a motivated workforce that operates a customer contact centre can be deemed highly productive in terms of business outcomes, which naturally translates into high levels of customer service and customer satisfaction. Members of the said workforce can be incentivised to upgrade their skill sets in an attempt to serve their customers better and to gain momentum in their professional career graphs. The employers can therefore count on the workforce to ensure that the highest levels of customer service are achieved on a consistent basis, and this translates into happy and satisfied customers.
High levels of workplace productivity encourage business confidence. This means that business managers and corporate planners are in a position to expand the scope of the business by seeking new clients and customers. For instance, a medical transcription business can cite its record levels of workplace productivity when pitching for new business contracts with potential clients. This approach helps to assure new clients that their business will be operated by competent professionals endowed with relevant work skills. These factors are crucial in sales stories because clients need assurance that their business is being trusted to professionals and that the margins for error in processes will remain minimal at all times. Consequently, we may state that the said enterprise can guarantee high levels of customer service to new clients. This assurance can help the business to win new work contracts and expand the scope of existing businesses.
Newspapers and news-based television brands can spotlight their workplace productivity to pitch for higher advertising revenues from clients. The crux of these pitches hinges on the consistently wide coverage offered by the respective media businesses, thereby creating a direct impact on the bottom lines of these media enterprises. The wide coverage offered by these media houses translates into high levels of customer service because the advertisements inserted into the newspapers and channels, will likely be viewed by huge audiences, thereby ensuring a high return on investment for advertisers.
We must note that high levels of customer service can be tied directly to workplace productivity because an efficient workforce is the best guarantee for a business to achieve happy customers. For instance, businesses that operate brick-and-mortar showrooms of cosmetics and beauty products can encourage their staff members to pay attention to every request of visitors and customers. The ‘pro-active’ stance adopted by the workforce can ensure that every customer is attended to and this can help to reinforce the concept of high customer service in said showrooms. On the contrary, an indifferent workforce can invite customer ire due to the sheer sloth inherent in the work ethics of said workforce. In light of the above, we may state that workplace productivity is a crucial factor that helps to promote customer satisfaction.
Efficient customer support tools can help to boost workplace productivity. To achieve this end, businesses should invest in tools for customer relationship management, which enable employees to quickly survey current and past interactions with customers. This technique enables staff persons to accurately service customer requirements and be productive members of the workforce. We must note that empowered workers will likely perform more efficiently and this ensures better business outcomes in the form of high levels of customer service. In essence, the business organisation should offer an optimal mix of high staff productivity combined with efficient knowledge management practices in order to create customer delight. Further, staff persons should be trained adequately in the use of said tools so that they can perform their professional duties. Training should be an on-going exercise, because skill sets need to be improved and refined by all levels of staff operations.
Workplace productivity can be boosted when the working environment is constantly tweaked with positive accents to reinforce the human element. This implies that staff persons should be encouraged to communicate among each other, share tips on better work practices, and infuse an element of humour and camaraderie in daily operations. These attributes can help a business enterprise to create a sustainable work atmosphere and reduce stress levels among the workforce. These factors are important because they can cast long-term effects on the operational aspects of a business enterprise. In addition, we note that managers with the right attitude should be recruited and encouraged to interact with members of the workforce. This can ensure workplace productivity and ideation on interesting activities that boost staff morale. We must note that the above factors contribute to boosting productivity, ensure high levels of customer service, and create a long-term investment in the human capital employed by a business or enterprise.
All employees should be ideally treated with respect, because this choice helps to attract and retain staff members. This basic guideline can also be deployed to create harmony in working environments, thereby increasing workplace productivity and ensuring top-notch customer service. Happy employees generally translate into happy customers and this attitude should be reinforced in work practices every day of the week. Checks and balances such as grievance redressal mechanisms should be instituted to minimise complaints from the workforce. In addition, managers should work to ensure balanced appraisal processes for each employee because the outcomes of such processes directly affect employee satisfaction levels. That said, we must note that healthy professional competition must be encouraged as a plank that can boost workplace productivity.
In the preceding paragraphs, we have examined some of the processes that can help businesses to increase staff productivity, while ensuring top-notch customer service levels. Businesses and enterprises must make it a point to encourage, motivate, and to reward employees for their work performance. This technique offers multiple positive outcomes and benefits businesses over the long term. Businesses should also seek feedback from employees because information gleaned in the course of such exercises help businesses to optimise the different processes and procedures. In addition, employers should clearly set mandates that spotlight the importance of staff productivity in the wider interests of the business and society. These actions can be instrumental in creating new paradigms that can help to redefine workplace productivity and boost its co-relation with customer service levels.
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