How to Optimize Your Customer Service Experience
Too often, companies tend to put little significance on their customer service departments. However, it is important to remember that the individuals who make up your customer service team are the front lines of communication between your business and your customers, and they deserve to have a top-notch customer service experience. Although they may have entry-level wages, they are often the heroes of customer retention and should be treated as such.
So, how can you ensure that every member of your service staff feels like a welcome member of your team Here are a couple of great policies and habits you can adopt from some of the most customer service-oriented companies out there.
Focus on the Little Details
While taking big, noticeable actions towards an improved customer service experience is admirable, remember that wowing your employees in little ways can be just as effective. Research shows that an employee’s experience with a company tends to be largely shaped by the way they are treated during the onboarding process (typically the first few weeks of their employment). If they do not feel like an appreciated and integral part of the company during this time, they are likely to continue feeling underappreciated throughout their employment (if they even stick around).
Treating your service representatives with respect will give you the added benefit of retaining both employees and customers. When new-hires feel excited and energetic about the opportunity they have just embarked on, they are more likely to exhibit excited and positive attitudes when dealing with customers. It’s almost like a mirror effect ï with service representatives reflecting their own positive experiences onto every customer with whom they come into contact.
Square 2 Marketing is a great company to exemplify, because they go the extra mile to ensure that new team members are given an extraordinary training experience. On the first day of work, employees are greeted with their own space that includes a well-functioning computer and a set of personalized business cards. You can bet each employee at this company feels valued from the very first day they walk in the doors. Square 2 Marketing doesn’t stop there, though. They give every new-hire a welcome lunch and encourage other employees to speak with them and help them feel comfortable. When the employee arrives home after their first positive experience on the job, they are further surprised by a pretty houseplant and a personalized note from their new employers.
While each of these steps on their own would be enough to help any new employee feel welcome, combining all of them together creates an unforgettable statement and goes a long way to foster loyalty and excitement in new-hires. All of this positivity will in turn create an overwhelmingly positive customer service experience. Remember, it’s all in the little details.
Involve Every Single Person
When employees feel deeply involved in both grandiose and day-to-day business responsibilities, they are more likely to take ownership in their daily responsibilities and look back on their customer service experience with fondness. One Disney resort decided it was time to include every member of their staff ï from executives to customer support representatives ï in the innovation process. To encourage participation, they invited every single employee to come up with creative ways to improve each guest’s stay at the resort.
Not surprisingly, some of the best ideas came from service staff who had the most experience interacting with customers each day. The housekeeping team implemented a fun and unique strategy that surprised and delighted resort visitors. Each day, they would take a plush Mickey Mouse toy and arrange it in a different area of the room while they performed their housekeeping duties. Visitors never knew if Mickey Mouse would be waiting on their windowsill, enjoying a glass of water or watching TV when they returned to their rooms each day. At the end of their stay, guests had the option of purchasing their little plush friend, or leaving him behind for other vacationers to enjoy.
Happy Employees Make Happy Customers
When it comes to ensuring that new-hires have a positive customer service experience, there is no better way to reach your goal than by taking little steps towards improving company morale and ensuring that your service representatives are happy and valued from the moment they accept the job.
As you continue to look for ways to make sure each team member feels like an indispensable part of your company, we invite you to utilize the resources and tools provided here at Mighty Recruiter.