Welcome back to Part 2 of this mini-series on customer service best practices and the 6 laws that helps create company’s customer retention strategies. Building customer loyalty is an ongoing process and understanding these 6 laws will make your business a stronger entity with forged relationships between employees, management and most importantly, your customers.
Engaged customers cannot be created by disengaged employees :
Employees need to be happy and loyal to the company. This will make them feel the need to genuinely help customers and forge relationships with them. If they are disgruntled and unhappy with the company, then they will not put their best efforts forward to give excellent customer service to the customer. Instead of focusing on the customer alone, it is in a company’s best interest to concentrate on the employees initially before they pinpoint the customer.
How can we implement this?
Invest some money on training employees. The company will get a substantial return on this investment by improved customer service and deepened relationships with the customer. be sure to make it as easy as possible for employees to give excellent customer service to the customers. The company should put technology and programs at their employee’s finger tips to help them do the best job they can for customers.
Keep all communication lines open, so that employees know what is going on and know that they can ask questions from the management. Acknowledge employees who give great customer service. In this way employees know that they have done a good job and feel encouraged to keep up the good work. Employees should be monitored on how loyal they are to the company and whether they want to be great representatives of the business.
Employee’s actions are determined by incentives, measurement and celebration:
These 3 factors will determine how employees will handle customers. This requires management to know how employees are rewarded for good service, how they are monitored and how they celebrate actions.
How can this law be implemented?
Do not expect employees to always do the right thing. They need to be guided on what to do and how they will achieve tasks. Focus must be on long term objectives of improving customer services not just short term goals. You will need to make it quite clear what is expected from every employee. Be sure that employees understand what to do.
There is no way you can fake it:
Customers are quite savvy and will know if a company is genuinely trying to give them excellent customer service or just pretending to excel when they are not really doing so.
How do you implement it?
Make customer service one of your top three priorities. Do not just act on random priorities that cannot be implemented. This will just frustrate your employees and will not get you the results you want. Commit to great customer service. Make your advertising reflect the fact that you are providing excellent customer service to your buyers.
At ASK LISTEN RETAIN we have a system in place that ensures these 6 laws become a part of your company’s culture. Customer satisfaction feedback becomes the cornerstone to listening to what your customers concerns and issues are, but most importantly as these laws are implemented, you will retain customers for a lifetime. An exciting adventure between you and your customers!
If you would like to know more about how the ASK LISTEN RETAIN System or how it can help create customer retention and loyalty, please contact us.