Enhancing Your Employee’s Experience and Gaining Customer Service Success
Contributed Article by Shiela Mie Legaspi, President — Cyberbacker
Going above and beyond for customers is the cornerstone
approach for any customer service-based business, but many business owners may
not realize that enhancing their employees’ experience can help ensure an
enhanced customer experience.
According to a recent Gallup
poll, when employees feel valued and engaged, they are more likely to go that
proverbial “extra mile” for their customers, and the Great Resignation has renewed interest in retention rates and employee engagement
in many service-based sectors. Today’s employers are interested in how they
keep employees happy in their positions not only so they can pass those good
feelings along to the customer, but so the employer is more likely to retain
The connection between engaged employees and happy
When you run across someone who just oozes positivity, it
can be infectious. Employees that love their jobs and feel supported and valued
by their employers are likely to care deeply about the customer
Employees want to have a sense of pride in their work, and a
happy customer is a good indication of a job well done. Employers who emphasize
a supportive and engaged workplace culture can probably see the fruits of that
Our world is becoming increasingly digital, which has led
some to feel disconnected from their fellow humans. Yet, the purpose of many —
if not all — service-based industries is to create and foster human
When someone physically comes to your dining table to take
your order, that is a human connection. When a person on the phone is willing
to walk you through your bank account to find a mistake or to answer a
question, that is also a human connection. Even as companies rely on more
digital means to help with administrative tasks or social media outreach, the
human element is still important and should be an integral part of building a
culture within a workplace.
How to enhance the employee experience
There are many ways a business owner or leader can approach
the employee experience, but it all begins with being thoughtful and thorough
with the hiring process. Fostering a strong connection between employee and
customer begins with hiring the right people for the open positions.
Once the best people are brought on to the team, those
employees should be empowered to use the skills and know-how that drew you —
the employer — to them in the first place. Employees should have the ability to
make decisions, be creative, make suggestions, and dazzle you with their
excellent customer service skills. Instead of trying to micro-manage employees,
placing this trust in those employees will make them feel more valued and
appreciated within the organization.
As a customer service-based business, your employees are the
ones on the “front lines,” meaning they may have the best ideas in terms of how
to cater to customer requests or how to best market a product or service.
Employees who know that their manager’s door is always open for suggestions
will feel more heard and appreciated.
Focusing on rewarding and incentivizing a job well done is
also important for employers in the customer-service space. Employers can offer
time off incentives and cash bonuses, or hold contests to keep employees
invested in the overall company goal of great customer service.
Benefits and pay are another way to incentivize employees.
Many customer service-based businesses have begun to restructure their benefits
packages to be more appealing to today’s generation of workers by offering
generous PTO, work-from-home options, and robust health benefits that lead to
better job satisfaction overall.
Encourage your staff to take time for themselves, rest, and
engage in self-care practices. Customer service-based industries can frequently
be challenging, especially considering the long hours that can be particularly
mentally taxing after a long shift. An employer that cares about their
employees having a sense of work/life balance is more likely to retain their
employees and keep those employees happy with their positions.
Keeping all of your customers — as well as their
varied personality types — happy within a service-based business can be
difficult at times. However, if we are to abide by the Gallup poll, employers
can be more secure in their customer’s happiness by keeping their employees
engaged in their work and engaged in the company culture as a whole.