In the ever-evolving world of business, customer experience and satisfaction remain the biggest differentiators. There are a variety of ways to develop, measure, and improve your customer experience, but one of the most crucial and often overlooked is your employee training.
A happy and well-trained employee is vital in determining the success of your customer experience. Not only are employees the face of your company but they are the facilitators of your brand. According to Forbes, employees who are satisfied with their jobs and proud of the company they work for are “4.6 times more likely to feel empowered to perform their best work.” Employee satisfaction is heavily influenced by your training protocols. A solid and consistent program can help ensure your employees are happy, knowledgeable, and able to provide the best experience to your customers.
Invest in Training
Invest in your employees’ training and coaching programs. Have a training program that can guide employees from onboarding to their day to day tasks. Include even simple things, for example greeting and/or phone etiquette, as these are key contact points that shape the customer experience. Utilize technologies, such as video mystery shopping, which are actionable, objective, and 100% accurate. This technology is a great way to identify opportunities and collectively coach teams to succeed.
Other mechanisms include Virtual Reality, which is quickly becoming a leading tool for training large teams across many locations. VR is engaging, cost-effective, and fun. You can efficiently train large teams anywhere in the world, and your employees are far more likely to retain the information and enjoy the process of learning the tasks they must complete.
Empower Your Employees
When employees are allowed more opportunities to drive their work decisions they feel more valued. Empowering your employees is a process that can be accomplished by developing clear expectations and defining employee roles during training. In turn, this allows employees to be more proactive in problem-solving and rely less on upper management. Empowered employees also tend to be more engaged in learning your company’s products and services that will help increase customer satisfaction leading to 21% greater profitability for your business.
Ensure Consistent Communication
Make sure all of your employees understand your company’s mission, vision, and values. Re-enforce your company’s culture by providing consistent and regular communication from the leadership level down to your field employees. By providing a reliable flow of communication, employees feel more certain about how their daily interactions contribute to both the customer experience and the overall business. This confidence helps them build a deeper sense of pride in their work and the company that, in turn, is communicated directly to the customer.
Employee satisfaction is key to your customer satisfaction, and happy, well-trained employees ultimately mean a healthier bottom line for you and your business.
Learn about how you can improve your employee satisfaction, contact us today!
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