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About Us |
Four Questions about Your Employees that are Vital to Customer Success. Every company needs to know how their employees are viewed by customers. If business owners honestly ask these 4 questions they can get a feel for opportunities and threats. Customer facing employees 1) Do they like people? Customer facing employees are really the face of the company as far as the customers are concerned. Sometimes in a rush to get enough help businesses will put the wrong person in the wrong job and the results can be disastrous. One common problem stems from employees that don't like dealing with people. While an overzealous extrovert is not necessary for a productive sales or service job, employees must show a sincere desire to be of service. Many companies can help themselves by instituting better training programs for sales and service employees. Product knowledge and a desire to help the customer is the foundation that must exist. 2) Do they engage the customer to learn more about them? Years ago a business made a sale and that was it. Today its not enough to just make a sale. Customers are too expensive to acquire to leave anything to chance. Businesses must ask questions to customers and research why they are buying and what other needs can be fulfilled. Employees must be trained in how to ask questions in a helpful (not pushy) way. Some customers won't volunteer much information but others will welcome the interest and a relationship can be formed. 3) Do they have access to information? Customer information should be available to employees whenever possible. To know what a customer has purchased in the past, when, and how often, is probably the most effective tool for a customer facing employee. Its been proven that when an employee is empowered to make certain special offers or service extras to high value customers, it increases loyalty and gives the impression that the whole company is committed to customer satisfaction. 4) Do they provide better service then your competitors? If an employee gives an extra level of service and goes beyond customer expectations (even slightly), it results in increased repeat customers. If your competitors don't provide these extra service then you will have an easy way to create customer relationships that will win market share. If you give a customer a good reason to come back they will, and service that exceeds expectations, proves to be a good reason.
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Copyright © 2007, thecustomerconcern.com.
| Last updated June 2007 |