When it comes to running a business of any size, an extra focus should be given to providing the best level of customer service available. A recent SurePayroll blog post explored the importance of premium customer service by developing an individual company philosophy.
“How do you develop a customer service philosophy from within your organization?” the SurePayroll blog stated. “How do you make it so that customer service isn’t just a list of guidelines, but rather something that’s ingrained in your staff. Something they want to do, because it’s a part of working at your company.”
SurePayroll shared its specific internal philosophy, which is to treat its employees the way that the employees are expected to treat customers. When employees are treated well, it translates to a better attitude and disposition. This means that employees will be in an improved mindset while helping customers.
“They’re going to be in a better mindset to help your customers with care, kindness, patience and concern,” SurePayroll stated. “It’s not just something they’re trained and paid to do, it’s something that’s a part of the culture of the company.”
Boosting Customer Service Enhances Performance
In Oracle’s recent 2012 customer satisfaction survey, 70 percent of respondents indicated that if they had a poor customer service experience, they would never buy goods or services from that business. Furthermore, 64 percent of respondents said that they would leave and deliberately take their business to a company’s competitor if treated badly. These findings help to highlight just how integral customer service is, as it can often inform customer decisions and make or break a business. In fact, the survey also found that 81 percent of respondents were willing to pay more for better customer experience.
Adopting an internal customer service philosophy is part of the equation to boosting customer service and business success. SurePayroll outlined other key benefits a company can receive from this strategy, including improved staff retention, a staff that is more knowledgeable about the organization’s services and products and a company culture that generally means new hires and furthers business growth.
In a recent article for UCStrategies, contributor Dave Michels stressed the value that can be found in business decision makers calling their own contact center or customer support lines. It can provide important insight into current customer interactions and allow people to see where improvements could be made, whether those require implementing new technology or making adjustments within the business’s human resources efforts.
However, another important part of the equation will be making sure that all employees are enabled with the appropriate technology and skills. As the modern workforce becomes increasingly mobile, communications options such as PBX for business can be vital to business success and growth. AccessDirect’s virtual PBX system is an excellent solution for enabling employees at even the smallest business to provide big-business service to all customers. With features like professionally recorded greetings, find me follow me call routing and an advanced auto attendant, customers can enjoy a streamlined service interaction that can translate to substantial success for a business.