A team’s actions can impact morale and dynamically effect downstream business decisions. We will dive into how Action begins with accountability, how to Be Ready for what’s to come, and the Continuous Learning Curve to support your employees and customers.
Today, let’s discuss how Action leads to accountability.
The daily onslaught of issues can drain the effectiveness of any “helpdesk.” Your employees’ mindset will have a direct effect on your customer satisfaction. In one example, an Internal IT helpdesk had become the collective “desk” and firmly believed they did not have to offer help, or assist, or be of support. As the helpdesk, it should have been obvious that their daily tasks consisted of helping guide customers through resets, computer and equipment malfunctions, and teaching the basics of the latest software downloads. It was clear that improving and maintaining customer satisfaction wasn’t happening. It needed to be a deliberate and intentional skill set as well as mindset change.
How important is this? Consider:
- High retention organizations indicate they know why their top performers are successful compared to 58 percent for other organizations, according to a recent Services Best Practices Study from CSO Insights.
- 67 percent of respondents stated that having agents able to resolve a problem on the first contact has the greatest impact on customer satisfaction scores, based on data from Forrester Research.
- High service performers care about employee satisfaction, according to Salesforce research.
How well is your team serving the needs of your customers? Does your team need to revisit the importance of your customer’s experience? What are your team’s greatest challenges?
Visit https://www.millerheimangroup.com for more information on how you can improve your service offerings.