Trying to differentiate your business with products alone is no longer enough. Customer experience excellence is a new battlefield, which applies to companies in almost every sector. This is totally seen in every country I work in, whether it’s B2B or B2C. Of course, the meaning of excellence varies.
In my experience, the biggest challenge for an organization is achieving consistency. This means that every customer in every location needs to receive the same level of service every time. When caring for your customers in your organization, you should have an agreed approach for your team.
HR management tips
Consider these steps to get the most out of your employees for consistency.
Clarify what is expected. Often we assume that people know what they have to do, how and when to do it. But it’s just not fair, as ambiguity often causes stress and confusion. As managers, we have a duty to discuss briefly with our employees, communicate their expectations, and explain exactly the standards we are aiming for.
Training and retraining. When you train your team, it ensures that they have the knowledge and skills to do their job effectively. However, training is not a one-time activity. For example, I was trained to drive a car many years ago, but today I can fail my driving test. That doesn’t mean I’m a bad driver, but definitely I’ve gotten into bad habits over the years. And second, your business is adapting to a changing world, which probably requires new knowledge and skills.
Give your people the tools and resources to do the job. This means that they allow you to do what you expect. For example, how can they work effectively if they don’t have enough time or provide adequate IT support?
Give feedback. I sincerely believe that most people want to do a good job and go to work. Personal pride and satisfaction are important to most of us. You’ll want to know if your boss is more dissatisfied with the elements of your way of working than with a grudge against you. Managers should tell people whether it’s good or bad, if any improvement is needed, and how they’re doing it.
Reward and acknowledge contributions. The monetary rewards appropriate for the job are part of it. The other is to let people know that they are grateful for their contributions. Yes, I know they are paid to do it. However, monetary rewards are known as hygiene factors. This is the basic quid program for doing the work. However, good leaders know that by treating them with respect, they can gain more loyalty, commitment, and productivity from their employees.
The last word
Product and location are of course important in the overall customer experience combination, but achieving consistency between the two should be relatively easy. However, the human element is a common denominator in most industries and probably deserves a heavier weight. So it’s worth taking the time to agree on a consistent approach to how employees interact with their customers. Now I’m not suggesting you make a robot with no personality. However, you can use the steps presented here to get closer to achieving consistency. And that’s good for business.
https://gulfbusiness.com/alans-corner-put-your-people-first/ Alan’s Corner: Put your people first