To help employees deliver quality service consistently, companies should consider using employee reward programs.
Some customers will go to great lengths to share their stories of bad customer service. This is especially true when mistakes by the company end up costing the customer.
One upset car buyer expressed his anger by turning his lemon vehicle into a negative ad campaign. The Huffington Post reports that the owner put large lettering on the car that he drove around town stating that a local car dealer had lied to him to complete a sale. The owner claims that despite assurances by the dealer about the vehicle being in excellent condition, he ended up spending $9,000 in repairs within the first year.
A more common response to a bad experience is to take to social media, where there is no shortage of sympathetic listeners ready to share their own stories. Situations like these can damage brand value and make it increasingly difficult to complete sales, so businesses need to continually address their customer service policies and practices. Ensuring that employees are following policies as intended could dramatically reduce the number of customers with negative experiences.
To help employees deliver quality service consistently, companies should consider using employee reward programs. These initiatives give businesses the means to recognize outstanding work by staff members and build expectations of what great service means. Sharing positive feedback from clients and rewarding the employee responsible for the satisfied customer can help create a more energized and motivated staff.
Putting the customer first
Business 2 Community reports that increasing customer satisfaction requires a commitment from all levels of the organization. Too often firms focus on the direct interactions with customers when there are factors that could be influencing the client’s experience. Measuring metrics like net promoter score or lifetime value assessment and making them a part of employee incentive programs can show all employees how their actions affect customer experiences. Once metrics have increased to a certain goal to staff members and teams can be rewarded to boost motivation and build higher engagement levels.
Building a customer-first culture is a challenging endeavor that requires consistent feedback from top leaders. Reward and recognition programs make it possible to acknowledge early successes and keep the company moving along the correct path. When the proper environment has been created, employees will go out of their way to keep patrons satisfied, increasing brand loyalty and generating additional repeat sales.