The starting point for great customer service, is your team. Recruit the right people, treat them well and develop their skills and your customers will benefit.
In their book 'The Power of Moments' ,Chip and Dan Heath talk about why some experiences can have a lasting, extraordinary impact on you. I bet you, like me, can think about something or someone in your life that has left a positive imprint as a result of an experience?
They discuss the employee experience in relation to recruitment and retention. How if you get that experience right, making your team feel valued, there is a direct correlation between employee satisfaction and exceptional customer service. Employees who have memorable moments feel more free to create them for others.
As with a lot of these things, it's hardly rocket science, but why do so few employers make this connection and actively invest in getting their employee experience right?
How many of you can honestly say you've had a journey with your current employer that has built loyalty, commitment and pride? I'm lucky in that I can. I've worked for an organisation that has understood this. I've also worked for one that had no clue and the contrast in the language used to describe each employer is interesting.
The point to all this really is that if you want to build brand loyalty, really think about your people. Have you and do you invest in them to deliver the service you want to be known for? Are they creating powerful moments for your visitors simply because you've demonstrated what that means?
What does your first day experience look like? It is an intimidating day for most people.
Are you using the right language to attract people to you as an employer? You can say so much about who you are recruitment campaign. Make people want to be part of your team.
What are the moments that make your team feel valued? They can be planned, like the first day experience, or spontaneous.
How do you empower your people to create memorable experiences? You can give them the freedom to make someone's day
None of this needs significant amounts of money. It's all about putting the employee - and therefore the customer - first. Let's talk more about how we can create moments in your place.
コメント