- Business growth creates new staffing opportunities but it can also bring recruitment challenges. Think about the lengthy notice and inductions periods, for a start. Strong succession planning provides a more seamless process and ensures a bank of motivated individuals who are ready to step up when needed. They are immediately up to speed and in tune with your ethos and objectives. If customer service excellence is a goal, utilising home-grown talent is a far better way to take a business forward.
- Continuity building creates a stronger infrastructure with empowered and enabled deputies. The greatest evidence of this is when a manager is not there, the business still thrives without them because their knowledge has already been shared and transmitted to the rest of the team. Empowering people at all levels through training and mentoring strengthens the business, giving more control, higher standards and greater service consistency.
- If your customer service heroes have grown up within the business, expect stronger loyalty and a better sense of pride. This is infectious. Having a happy, motivated team leads to improved customer satisfaction levels, with better business performance outcomes, such as higher staff retention levels and brand loyalty.
3 Responses
“You gotta keep the customer
“You gotta keep the customer satisfied” SIMON & GARFUNKEL
Customer service heroes also
Customer service heroes also need to be rewarded and recognised as such.
Straight, to-the-point.
Straight, to-the-point. Though not the standard form what people use to write an article, but still you delivered the real extract. And yes, building customer service heroes from within is the strongest asset a service provider can have. While maintaining a desired customer experience & loyalty level is a challenge for the telecom (& other service providers) industry, creating an efficient workforce is an effective solution. Moreover, customers’ expectations change with time, this blog helps understand the evolving expectations and address upcoming challenges with the right solution. http://www.kochartech.com/blog/2017/03/21/telecoms-meet-these-3-expectations-to-win-customer-loyalty/