All businesses provide products and services, but your relationship with your customer does not stop there. Brands need to provide exceptional service, pre-sale and post-sale, as well.
The following are some hard-to-ignore signs of broken customer experiences:
Whether the business offers professional certifications or personalised legal services, it is imperative that the employees maintain humility while dealing with customers. Cutting off customers mid-sentence, assuming their needs, or not bothering to listen carefully – all of these actions indicate overconfidence. Managers should be on the alert for complacency within their ranks, as that threatens the overall customer service quality. Team members, whether in a traditional customer support role or as a salesperson, may gloss over the basic details while trying to resolve an issue or make a sale. Essentially, unchecked overconfidence over one’s knowledge or skill set can result in communication breakdowns and poor decision-making. One needs to always be open to new ideas and know that there is always room for improvement. As a team leader, one must cultivate a positive attitude towards all kinds of feedback and encourage team members to learn from their mistakes.
Another clear indicator of dismal customer experience is a lackadaisical attitude towards customer complaints, concerns, and suggestions. Here are some ways to bring your team back on track:
Getting feedback can be quite difficult sometimes, so make sure you dedicate a well-trained person or a team, depending on the size of the company and the number of customers, to follow up and ask for feedback. Your customer-facing staff must possess above-average speaking, writing and listening skills in order to be able to deal and communicate with clients.
Behaviour matters, especially when in a work environment where it is repeated on a regular basis. Demotivated team members, those who feel bored or dissatisfied with their role, can unintentionally convey that attitude to the customers they deal with. If your employees do not get along with each other or feel that they are not being treated well, it will eventually affect the customer experience.
Here are a few steps that managers can take to boost employee morale:
Customer-centric teams prioritize a balanced and professional attitude under all circumstances. To run a successful business, an organisation must be open to external as well as internal feedback. Anonymous ‘virtual’ suggestion boxes can persuade team members to share their concerns without the fear of repercussion or office politics. By zeroing in on what the team thinks and feels, management can make the necessary changes to keep their employees motivated and focused.
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