Customer Service Week: Customers Are Important, So Are The Employees
In case you missed it, this week was Customer Service Week which happens yearly in the first week of October. It gives companies an opportunity to show appreciation to their customers. However, contrary to popular practice, Customer Service Week is meant to celebrate the importance of customer service and the people who serve customers.
There’s a maxim that states “the customer is always right.” It doesn’t necessarily mean that whatever the customer does or says is right. However, it entails that businesses should prioritize customer satisfaction. After all, what is a business without its customers?
Good customer service is the backbone of any successful business. A satisfied customer is most likely to return to you in the future and eventually, become loyal to your business. Additionally, customer satisfaction data can help you know what works for your company or business and what areas need improvement.
The best way to ensure that your customers receive good service at your business or company is by making sure the employees are satisfied themselves. You can’t expect demoralized employees to give good customer service. As the saying goes, “you can pour from an empty cup.”
While there are those whose area of expertise in the company is customer service, every employee has a duty to create a pleasant experience for the customer. Therefore, employee satisfaction should be a priority in order to ensure that they give good customer service. Here are some things businesses and companies can do to improve employee satisfaction.
- Communicate openly
Nobody likes being left in the dark. When making changes in the workplace, it’s important to keep employees in the know to avoid a potentially toxic practice known as ‘Chinese whispers'. This is when employees speculate on what is actually happening and it can go south really fast. To keep employees informed, adopt a transparent approach to communicate. You can also have an open-door policy when employees are free to give feedback – good or bad.
- Be flexible
The truth is, millennials, who are the current generation of employees, will change employment until they find what works for them. Therefore, it’s up to businesses and companies to accommodate them by creating a flexible work environment. Things like flexible work schedules, relaxed dress codes, and allowing creative freedom foster a company culture that promotes employee satisfaction.
- Have consistent values
Gone are the days when employees log their eight hours, sit behind a desk doing the bare minimum then clock out at 5. Nowadays, employees are more invested in the company and its values. Employees in companies that have consistent values tend to appreciate the values more thus making them feel like part of a family. This, in turn, increases their satisfaction at work.
- Create fun experiences
As the saying goes, “all work and no play makes Jack a dull boy”. This couldn’t be truer. Generally, fun goes a long way in enriching one’s quality of life. Since we spend a lot of time at work, having a fun work environment is essential for the employees’ well-being. Encourage employees to unleash their creativity, without the explicit pressure of productivity. Facilitate regular fun experiences such as sports day, family day, and dress-up day which boost employee satisfaction.
- Reward good work
Last but not least, reward your employees. When your team hits sales numbers, closes big contracts, or makes their projected targets, celebrate. This can be in a number of ways, such as work perks, gifts, and flexible work hours. This will definitely motivate them and others to continue doing a good job leading to greater employee engagement.