Data drives our society. There are numbers and statistics for everything and anything. Some make sense, and some make no sense at all.
The statistics below make a lot of sense. They speak to those who are responsible for customer experiences and satisfaction.
Number 4 in Customer satisfaction and experience should speak to us all.
It’s simple, really. Make sure your company representatives are competent.
Competency, by definition, is having the necessary ability, knowledge, or skill to do something successfully. Your employees need to have the knowledge to competently interact with your customer. On the phone, on the web, or in person.
Managers – Don’t Assume!
Too many managers hire people they like and believe can do a job based on that person’s previous experiences. Assuming a new hire doesn’t need much training and will automatically provide competent customer service is a mistake.
When on boarding a new person, communicate to them the company vision and purpose. Knowing you make widgets isn’t enough. Tell them why the company was founded, why your widgets are different than the competition, and how your company makes a difference in the lives of others. Then they can communicate this to the customer.
Knowing how your customers are to be treated is another priority. Having a full understanding of your company’s products, policies, and why things work as they do will make them competent in talking with your customer.
Just because they’ve sold widgets before does not assure that they know how to sell your widgets to your customers.
Check in how your employees are interacting with customers with consistent research. Use the data from the research to make valuable improvements in your training and development process.
Improvements and changes that will have a positive financial impact on your organization. Data that serves a purpose.
If you liked this article and want more information how to create extraordinary customer experiences, join the Market Viewpoint community by clicking here.
Do you want more information on how to measure your customer experiences? Contact us today to schedule a free market research consultation.