According to a new survey conducted by The Ken Blanchard Companies, organizations that have excited and passionate people are more likely to create a service-focused culture that delivers great customer service. And having a customer-focused workforce means that organizations must treat their people well so they, in turn, will treat their customers well. Employees are in fact an organization’s most critical customer service asset -- one that requires focused development and nurturing.
In fact, the survey data shows that 74% of respondents declared that their organizations were highly focused on customer service improvement. However, only 44% indicated that their organization had a formal process for achieving these desired service improvements.
While respondents cited that serving the customer is everyone’s responsibility, they agreed that leaders and customer-facing employees have the primary ownership for creating a positive customer experience. Yet only 48% responded that their customer-facing employees are truly empowered to take action to resolve a negative customer experience.
Respondents stated further that customer-facing employees and leaders should be the primary recipients of training. This is supported by Blanchard survey data in which respondents cited training as the number one strategy for improving service, followed closely by making an organizational commitment to create a service culture.
When organizations create an environment that allows employees to win and be passionate about what they do, employees in turn take care of the customers at a level that causes customers to return year after year. Strategies such as smart hiring, training, managing performance, and creating a recognition culture can help organizations’ develop their most critical customer service asset -- their people.
More information can be found at www.SupportIndustry.com.
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