Oftentimes, we have employees in training or workshops who really want to understand what’s in it for them to deliver better customer service.  How does the employee benefit from a better customer experience?

Noted below are 5 different aspects of a great experience desired by the customer.  What if…

• The customer gets their question answered in one contact.
• The customer gets consistent information from their mailings, the website, and staff.
• They get to choose how they want to communicate with your business.
• They don’t have to wait long to talk with someone.
• They are comfortable with what they need to do next or how to take action.

 
Note that this is what the customer wants, but each has a benefit to you and your organization.

Getting the question answered in one contact means fewer handoffs between employees, less room for error or issues.  Consistent information builds customer trust and reduces the number of customer calls seeking answers or conveying confusion.

Allowing the customer to have multiple options to contact your business reduces their frustration of not being able to send an e-mail ifs they want, doing a video chat if they want, using self-service options when that’s their preference.  Short waits mean that there’s less of a chance the customer is frustrated with the process when they eventually get to you, so you’re dealing with fewer irate customers.  And the more comfortable they are with the next steps, the less likely they are to ask you a series of questions, to call back repeatedly, to expect you to do something for them.

Instead of just reacting to the customers’ issues, creating a great customer experience can actually help your lives to be a little bit better.

Provide a better customer experience to create a better employee experience.

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