Satisfied customers are more loyal, spend more, refer other customers, and are overall more profitable than the average customer. But where does the satisfaction come from? Probably from a good interaction (experience) with an employee who was able to handle that encounter in a professional, accurate, and timely manner. So why is it that some companies don’t invest enough time and money in employee satisfaction? Aren’t all employees customers as well?
Employees have to be committed to the organization in order to deliver great service; they need to buy into the culture to sound authentic and share this authenticity with the end customers. Customer satisfaction does not happen by chance or simply because a manager tells his/her employees to treat customers well. Great customer service is a matter of attitude and this behavior is a direct result of how satisfied employees are with the organization they work for.
Keeping the workforce well informed of what’s going on, providing timely and accurate feedback, and rewarding & recognizing superior performance are a few things that organizations can do to maintain a high level of employee satisfaction. At a deeper level employees must have meaningful and challenging work; a continuing learning environment and opportunities for growth will also go a long way in maintaining a healthy level of satisfaction.
Next time you get a customer survey showing that the satisfaction level is low or dropped from a previous high, don’t go too far looking for answers. Look within your workforce and more often than not, you will understand what happened…
In a blog post at Service Untitled, they discussed the importance of your customers feeling satisfied with their customer service representatives when on phone calls. Most often, customers feel they’re going to call the call center and the representative is not going to know what their problem is. Customers are more likely to have a pleasant experience if they feel that when on a phone call, the customer service representative knows their problem and can fix it. So how do you give your customers confidence in your CSRs? The representatives should tell the customer calling that they can help them resolve the problem today. Letting a customer know that the representative is happy to be there and willing to help solve the problem makes all the difference in a satisfied customer at the end of a call.