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Increase Customer Service By Empowering Your Staff
Want a sure fire way to improve customer service and increase customer satisfaction in your company? Empower your staff to handle most customer issues.
By: Kristina Evey
Want a sure fire way to improve customer service and increase customer satisfaction in your company? Empower your staff to handle most customer issues.
By: Kristina Evey
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When customers come into your place of business and have an issues that needs to be handled, generally, they hardly dare hope that the person they first speak with can resolve it. However, more often than not, it needs to be passed along to a supervisor, then on to a manager to be handled.
Imagine a world where associates on the front line can be empowered to resolve 90% of customer issues themselves. A customer would arrive already anticipating being handed of to the supervisor and having to explain the situation two or three times and having to wait endlessly for resolution. The associate that greets them would know that they have the authority and power to resolve most issues. Now, both the associate and the staff are impressed with the ease of handling what use to be a cumbersome issue.
The benefits here are two fold. The staff member knows that they have the authority to handle most issues that can be presented. Responsibility and job ownership increase significantly when staff see how well they can handle customer complaints. This is the time to allow your teams to take risks when using good judgment in handling customer issues. When the teams know that they have the support of management in their decisions, they will be more willing to resolve issues in the best interest of the customer. Usually this also benefits the company when the customer sees that their issue was handled to their satisfaction. This simple realization breeds satisfaction and loyalty. It has been shown that some customers that have had an issue or complaint that was well handled are more loyal than those customers that never had any complaints at all. The customer immediately perceives the customer focused cultural mindset at work by the first person they encounter is empowered to handle most issues or complaints brought to them.
When your staff are trained and empowered to take care of customer issues, they will be impressed with themselves by how much they can do for the customer and earn their loyalty. By doing this, customer service will be a continual process of improvement and customer satisfaction levels will continue to increase. Staff turn-over will also decline due to the sense of pride and ownership of the impact they have on the company's reputation for being customer centric.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
Imagine a world where associates on the front line can be empowered to resolve 90% of customer issues themselves. A customer would arrive already anticipating being handed of to the supervisor and having to explain the situation two or three times and having to wait endlessly for resolution. The associate that greets them would know that they have the authority and power to resolve most issues. Now, both the associate and the staff are impressed with the ease of handling what use to be a cumbersome issue.
The benefits here are two fold. The staff member knows that they have the authority to handle most issues that can be presented. Responsibility and job ownership increase significantly when staff see how well they can handle customer complaints. This is the time to allow your teams to take risks when using good judgment in handling customer issues. When the teams know that they have the support of management in their decisions, they will be more willing to resolve issues in the best interest of the customer. Usually this also benefits the company when the customer sees that their issue was handled to their satisfaction. This simple realization breeds satisfaction and loyalty. It has been shown that some customers that have had an issue or complaint that was well handled are more loyal than those customers that never had any complaints at all. The customer immediately perceives the customer focused cultural mindset at work by the first person they encounter is empowered to handle most issues or complaints brought to them.
When your staff are trained and empowered to take care of customer issues, they will be impressed with themselves by how much they can do for the customer and earn their loyalty. By doing this, customer service will be a continual process of improvement and customer satisfaction levels will continue to increase. Staff turn-over will also decline due to the sense of pride and ownership of the impact they have on the company's reputation for being customer centric.
Discover WHY it is so important to Promote Customer Service and HOW your bottom line will benefit ...
Helping you focus on your customers-
Kristina Evey www.CustomerCentricTraining.com
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