In the service industry, everyone is dependent on the performance of their employees. A customer can tell in 3-4 seconds if an employee cares. Frontline employees have 99% of the customer contact. Consistently they are the least trained, least valued, least appreciated and least paid. They are the face of your organization. In developing countries, many firms have too many employees.
The perception is lots of employees equals greater customer service. When in fact, this practice makes a company less competitive because prices are too high to compensate for more employees and the larger payroll budget.
In developing countries, many firms have too many employees. The perception is many employees equals greater customer service. When in fact, this practice makes a company less competitive because prices are too high to compensate for more employees and the larger payroll budget.
Many organizations have underperforming employees and they are reluctant to train or fire them. I believe there are several reasons organizations are reluctant to invest in their employees. It’s this perception that keeps small companies from developing into larger, more productive businesses.
WHAT’S NOT TRUE:
1. If I develop and train them, they will leave….better to not invest in them.
2. They already know everything about customer service…they are good enough.
3. They are not smart enough to understand customer service.
4. Employee turnover is so high. By the time I get them trained, they will leave.
5. Customers only come to our business because of the great products and awesome displays.
6. I do not pay front line employees very much. Why would I waste good money training them? They are not worth investing in.
We assume that a 24-year-old will go through 4 or 8 hours of initial customer service training and be perfect for life. Stop for a moment and think: What would happen to MacDonald’s or Coca Cola if they only ran ads once every 5 or 10 years? What would happen if manufacturing firms only did maintenance on their equipment once every 5 – 10 years?
WHAT IS TRUE:
Training is, quite simply, one of the highest-leverage activities available. Consider for a moment the possibility of putting on a series of four training sessions for your employees to start with. Over the next year, they will work thousands of hours for your organization. If your training efforts result in a 1 percent improvement in your employees’ performance, just think what that will do to company loyalty, brand issues, and your bottom line.
If you want superior customer service, it is critical that all employees get trained on customer service ideally with a new program every 4 months.
I believe if the customer receives an incredible customer experience, they will come back and tell their friends. It is easier to grow your business with word-of-mouth advertising through well-trained employees. If you want customer driven and high performing employees so you can grow your business and reduce customer complaints then you need to invest in your total workforce with something new and fresh every 4-6 months.
We are dealing with fragile humans. They need to feel loved and wanted.
If they are awesome at customer service, it creates repeat loyal customers and word of mouth advertising. They are your best advertising and if they are well trained, they will act as an ad for your company every time a customer walks through the door.