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A Time to Listen
By Chris Howard | June 1, 2009
What you do with the feedback from your employees, vendors, prospects and clients is what will shape the future of your business.
An open door policy with your staff is an all-important step in a good customer service program. If your staff feels like their opinions and feelings matter, they will “buy” into the program as well as strengthen their loyalty to the company. Ask your employees what tools would enable them to provide better customer service. They need to know that you need their full participation.
Rosanne D’Ausilio, customer service expert and best selling author, says that when you take care of your employees, they’ll take care of your customers.
Keep employees informed of what is happening within the company. The more they know about what is going on, the better they can serve the clients.
Are you coming out with new products or services? When? What types of advertising do you have going on?
I have been at a store and asked about a product that I heard about in a radio ad and the employee had no idea what I was talking about or that they even advertised with that radio station. It shows disorganization when your team doesn’t know what is happening within the company. It won’t look good for them to say, “They don’t tell us anything around here.” As a customer, I have heard that on more than one occasion. Don’t let that be the story in your company!
Topics: Customer Service, Managing Customer Service | 126 Comments »
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