So, how often have you called a company and had to use this exact phrase when things didn't go your way? Does it sometimes feel like nobody is empowered to do the right thing when the right thing seems so obvious? Unfortunately, it's probably a bit too often and that the real question is why. The answer from this corner is simple: too many organizations are putting processes in place that limit employee empowerment. Moreover, by not focusing heavily enough on employee training, coaching and development, companies are not setting their most important assets (their front line employees) up for success.
If companies want their customers to receive fast and one time resolution to their inquiries, it is imperative that they create an environment that fosters independence. This applies to all customer facing channels such as call centres, stores and on line web help. In all cases, employees need to have the right tools and support to make decisions that balance the best interests of their customers and the organizations they work for.
Here are five ways to create an employee centric environment that fosters effective decision making:
Employee empowerment is one of the fundamental opportunities facing customer service organizations today. Regardless of company size and channel EVERYONE can benefit from an increased focus on how to more effectively empower their employees. Doing so will lift their overall engagement and that translates into a better customer experience. And a world class customer experience will improve your bottom line!
To learn more about how to build a great employee empowerment strategy, give us a shout at 647-202-7385 or firstname.lastname@example.org. And learn more about us at www.simplifyingservice.com.
We are Customer Service Simplified!
Did you know that 40% of organizations cite complexity as their greatest barrier to improving multichannel customer experience? (source). This is a staggering number and very much drove our decision to focus on simplicity as a primary driver to improve how companies interact with their customers.
We recently published an article on this very topic in Canada's leading trade publication on the Customer Experience - Contact Management Magazine. Click Here and go to P. 20: Service Simplicity Article.
So, read our thoughts in the attached article and if you need help simplifying your customer experience let us know - We'd like to help! We are Customer Service Simplified. Learn more at www.simplifyingservice.com.