Do Your Employees Really Know Customer Service?

“If you look after your staff, they’ll look after your customers. It’s that simple.” Richard Branson It is awful to hear that a customer simply walked out of your store because of the ‘poor’ customer service they received when the bottom line of your business is to generate profits. One major reason that can be […]

“If you look after your staff, they’ll look after your customers. It’s that simple.” Richard Branson

It is awful to hear that a customer simply walked out of your store because of the ‘poor’ customer service they received when the bottom line of your business is to generate profits. One major reason that can be attributed to this is an uncommitted and demotivated set of employees. Keeping your employees happy leads to delivery of quality customer service which generates repeat purchases, word-of-mouth referrals and sales. To this end, it is crucial that you ensure your employees are committed to delivering the best customer service. Here are four ways by which this can be done:

1. Train them
Some people think this is obvious enough and therefore overlook it. As a business owner you understand your business and its values. However, do your employees know these things? Train your staff on these values so they can understand and have a clearer picture of how you want to run your business. An employee who knows the business is self-confident and has the knowledge required to deliver a better service.

2. Engage them
By engaging your employees, you drive their performance. An engaged employee will be enthusiastic about his work and willing to take positive actions to achieve the business goals. You can give daily/weekly briefings to keep them informed on business operations, build a relationship with them by interacting with them, getting feedback on observations and ideas, listening and providing support. Also, remain approachable so if they have any concerns or questions, you know about it before it becomes a problem.

3. Empower them
This means allowing them to have input and control over their work with the ability to share ideas and suggestions. Empowering your staff gives them a sense of belonging, that they are part of something bigger; and a sense of ownership, that they can make decisions with little or no supervision. You would not always be in your office to attend to customers so they should develop the initiative to deal with whatever situation might arise.

4. Recognize them
Recognize good performance and achievements. This will go a long way in encouraging and motivating them. If you remain genuine with the appreciation, it would have the right effect. You should also give feedback on what they have done well and how it contributed to the business and what needs to be improved.

Happy employees are passionate about their work and will go the extra mile to help customers achieve their desired needs. This same spirit makes them become better team players as they are willing to help the organisation become customer-centric. This might just be the major step you need to take in making your business a customer-centric one. Remember, happy employees will give you happy customers.