How Employees Treat Customers

Do you know how your employees with customer/client contact really treat and service them? Do you ever watch from a distance to observe the way they handle non-routine requests, questions and problems? Are they giving the same outstanding help and service at 2PM that a customer gets at 9AM? Do you have some people who should not be interacting with customers and would be better off with another position behind the scenes? Do you let problem employees just stay on because it is too much of a hassle to move them or replace them? Do you really care about your customer experience.

It has been said that the way management treats it's employees will establish how those employees handle customers. If they get abrupt answers or "I'm too busy" when they have questions it may filter down to the people who actually support the business, customers and clients. Train them to respect customers and their questions even if they heard it many times before. Remember that customers would not ask the question if it was not important to them. A good rule for management is to treat employees just like they would treat customers because that is what filters down anyway.

Barry is a speaker on marketing and customer loyalty. www.idealetter.com