This is where trust is of great value, as trust must be there for customers to buy from you again. When trust is worn out, the repeat cycle is affected and that means money is being lost. Remember that you can measure customer satisfaction and the shopping experience.
Give your employees reasons and opportunities to contribute to the company's customer service strategy. Often this is a question of structuring: Are individuals or teams being recognized? Are you rewarding problem resolution or prevention? Are criteria for promotions internally oriented or customer-oriented? Is performance evaluation based on a survey or on employee behavior? This is just the beginning of the thinking.
Over the next few days, pay close attention to the way you assign work and approach challenges, and you'll begin to realize how permeated the idea of facing situations in isolation is. Make conscious decisions that build bridges between all areas. That's the right step to making collaboration the way forward for the future.
Lesson for the Future: Coordinate all managers involved in customer service strategy , giving them opportunities to share their approach, data, contacts, and lessons learned. How can we expect customer experiences to be seamless when the parties involved never speak?
To do this, you need to involve all functional areas, restructure things kazakhstan phone number promote collaboration. Design data management, data governance , systems, processes and policies so that collaboration exists from the start.
Lack of communication exhausts both consumers and employees
Avoid distrust and customer loss. After restructuring, which is essential to prevent misunderstandings, you can also add gamification to encourage the transformation of old habits into a new way of life.
What undermines trust? Inconsistencies with our expectations. When customers and employees are not in sync, the relationship is affected. This has important consequences when implementing our customer service strategy . Most problems that cause surprises or annoyances cannot be solved without the collaboration of all functional areas of the company.
When these problems continue to exist, especially if the customer has already expressed dissatisfaction, they feel unheard and unvalued. This insecurity creates a network of difficulties that goes hand in hand with price increases.
Lesson for the future: To stay in sync with customer expectations, ask them how much they were supported by the company in achieving their goals and give them a chance to weigh in on what helped and hindered them the most. This is what customer feedback is all about . (It's ironic that in research about our services we ask about ourselves when we're trying to uncover our customers' expectations.)
Interests and/or concerns of your employees, key factors in a customer service strategy
You can conduct a survey of your employees and track the results. Turn this data into a key metric to monitor and reward the performance of your strategy.
The combination of survey questions, feedback, and action plan metrics is ideal for motivating people and improving performance. The action plan metric should be given the most weight, the downward trend of negative themes in comments should be given a lower weight, and the survey rating should be given the least weight.