Ever wish you were like Alice and could look through the keyhole of your business and see into Wonderland?
Of course, once there, she found a cast of characters that were unique. The White Rabbit, The Mad Hatter, Tweedledee and Tweedledum.
Maybe, some days, you feel that you are already working in Wonderland!
There are ways to monitor your employees that are legal – and in certain industries need to be implemented for security purposes. These tools are also used for monitoring productivity.
If your business, however, involves face to face, phone or on line interaction with your customer, what you would want to see through the keyhole is your satisfied customer.
You don’t want to hear your customer say, as did the Cheshire Cat, “We (they) are all mad here.”
Deliver a “Wonderland” Experience
- Train your staff to always deliver quality service. The more your staff understands your corporate philosophy – those actions and statements that can or can’t be done BEFORE they interact with customers, the greater chance they – and you – have of success.
- Don’t let the training be one and done. Regular staff meetings, mini-trainings, and touch points to discuss issues should be done regularly. Have these sessions scheduled and part of your routine.
- Listen to your customers. Where there is a complaint – fix it. Where there is a compliment – share it. Establish an on going relationship with your customer so they are comfortable telling you the truth.
- Use research and feedback tools that provide results of real customer experiences. Recorded calls, mystery shops, focus groups and customer satisfaction surveys provide different views of your customer interactions.
- Tracking and trending the responses to these tools will present areas of weakness – and areas of strength – allowing your organization to adjust the training and approach for your staff.
Alice didn’t know what to expect when she looked through the keyhole. She wasn’t sure where she was going.
Alice asked the Cheshire Cat, who was sitting in a tree, “What road do I take?” The cat asked, “Where do you want to go?” “I don’t know,” Alice answered. “Then,” said the cat, “it really doesn’t matter, does it?”
― Lewis Carroll
Train, follow through, listen, rate, monitor… you’ll know which road to take to assure your customer has the best experience possible.
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