What's employee engagement got to do with the customer experience?
Well... have you ever had a good customer experience when served by someone who wasn't engaged?
Are you making these mistakes?
Are you making any of these 7 Big Mistakes Business Owners (or their managers) Unwittingly Make - Resulting in High Staff Turnover, Low Productivity or Inconsistent Customer Service?
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Only 1 in 3 employees are engaged at work, according to Gallup's 2017 State of the Global Workplace study.
This leaves 51% who are “disengaged”.
And a further 16% who are actively disengaged, destroying all that the 33% of engaged employees are doing.
Imagine what a negative impact that can have on your customers' perception of your customer service!
Quite apart from
- Productivity
- Absence rates
- ... and Staff retention
At Naturally Loyal my mission is to....
Help business owners create places where people LOVE to work
and where customers LOVE to buy.
So they create a naturally loyal team and naturally loyal customers
If you look after your team
they will look after your customers
Business owners and managers often tell me they are frustrated their team just don’t get their service ethos.
They know customer service is an opportunity to create a key differentiator to their business.
But…
Although their team have had customer service training, the customer experience is still not as they’d like.
You know how it is… Someone can make all the right moves, but without the empathy, rapport or enthusiasm behind it, the service can still leave us feeling cold.
It’s the experience you create for customers that gets remembered.
Customer Service Training on its own is never enough
If my 33 years training experience has taught me anything it’s that simply putting someone on a course rarely - if ever - gives you results. What happens before and afterwards is just as important as the training itself if you expect to get a return on your investment.
If you want to embed good customer service skills and maintain momentum from your customer service training you’ll need an infrastructure and culture that supports 5 star customer service:
- What great looks like: Clearly defined customer service values and expectations, which your team understand, and know exactly what these mean in practical terms
- A enthusiastic and motivated team: Strong leadership with line managers who support, engage and inspire their team to deliver excellent customer service consistently
- An able team: A team you trust, who not only know the theory, but in whom you have total confidence in their ability to use their initiative to deliver what’s best for the customer at that time
- Systems and resources: All aligned to a service culture, which help - not hinder - everyone to meet customer service expectations
- Customer journey: A smooth and logical customer journey which meets and exceeds customers’ expectations at every touch point
"I've learned that people will forget what you said,
people will forget what you did,
but people will never forget how you made them feel."
Maya Angelou
My aim is always to make the business as self-sufficient as possible by giving managers the skills, confidence and resources to manage all aspects of their customer experience in house. This enables them to deliver customer service training, and sustain momentum and enthusiasm for delivering excellent customer service on an ongoing basis…
I do this through:
- Preparing bespoke training material for you to deliver your own in-house customer service training
- Providing training and mentoring in coaching and training skills and so your managers can train and support their teams
- Develop managers and supervisors in core leadership skills to they are equipped and confident to lead, coach and engage their teams effectively
- Support business owners and managers in creating a service culture, starting with defining customer service values and setting customer service standards
I have worked with Caroline for many years and therefore have complete confidence in her ability to identify the issues and come up with innovative long term solutions that add direct value to the business.
In my role as Food Service Director for Pride Catering Partnership, I had identified two distinct needs
1) Customer Care: A bespoke programme was put together by Caroline and in the first out let we have seen a tangible increase in Sales of around 10 % and an engagement of the team to drive these sales
2) Senior team value: Caroline has began work to ensure our senior team can understand and articulate our value to clients and customers. The first workshop has led to our team questioning what is value work and ensuring that they delegate more effectively. The positive feedback from our team, is that they are now focusing on added value activities and this is helping them manage their workload.
I would not hesitate in recommending Caroline to any business that want real client and customer focus and growth.
Dennis Purcell, Food Service Director, Pride Catering Partnership Ltd
The service your customers receive and how this leaves them feeling is your single biggest marketing opportunity. It becomes part of your brand and the number one way to differentiate your business from your competition.
Don’t leave it to chance.
Your Team Productivity & Engagement Indicator
“If you can’t measure it, you can’t improve it”
Peter Drucker
Take this short assessment to identify just how engaged your team truly is and how likely they are to be fully productive, deliver great service and be loyal to your business.
